A case study about the assessment of quality of services in a logistics company in the light of the SERVQUAL model

Wilian Ramalho Feitosa; Sueli Ferreira Colona; Rodrigo dos Santos Kelch

doi:10.14807/ijmp.v8i5.592

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Published: Jul 1, 2017

DOI: https://doi.org/10.14807/ijmp.v8i5.592

Keywords:

Logistics Services Quality SERVQUAL.

Wilian Ramalho Feitosa

IFSP

Sueli Ferreira Colona

Federal Institute of São Paulo (IFSP), Suzano, Faculty of Technology of São Paulo (FATEC), Guarulhos

Rodrigo dos Santos Kelch

Federal Institute of São Paulo (IFSP)

صندلی اداری

Abstract

At the competitive market of service delivery in logistics, the companies seek to improve the quality in the provision of services. Thus this article had as objective to study the services quality assessment from a logistics company, proposing a review of the SERVQUAL model, adapted to measure the satisfaction of its main customers. For this it was made a conceptual map about themes, service features, logistics services, customer satisfaction and quality of services, through the exploratory techniques, bibliographical of qualitative nature. The adopted procedure for the research was a case analysis, whose collection of data was based in authors’ auto ethnography. The research showed that the model of customers satisfaction questionnaire used by the studied object company, did not meet the main structural dimensions of SERVQUAL model. The main results were fault identification at the customer’s feedback process and the proposal of a new questionnaire model, contributing for the company's services quality's efficiency.

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Vol. 8 No. 5 (2017): Independent Journal of Management & Production (Special Edition)

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Author Biographies

Wilian Ramalho Feitosa, IFSP

Doutor em administração pela EAESP FGV. Mestre e bacharel em administração pela FEA USP. Especialista em marketing.

Sueli Ferreira Colona, Federal Institute of São Paulo (IFSP), Suzano, Faculty of Technology of São Paulo (FATEC), Guarulhos

Graduation Candidate in Logistics and Operations at the Federal Institute of São Paulo (IFSP), Suzano, Brazil; Technologist in Logistics at the Faculty of Technology of São Paulo (FATEC), Guarulhos, Brazil; Bachelor of Advertising and Publicity at Braz Cubas University, Mogi das Cruzes, Brazil

Rodrigo dos Santos Kelch, Federal Institute of São Paulo (IFSP)

Graduation Candidate in Logistics and Operations at the Federal Institute of São Paulo (IFSP), Suzano, Brazil; Technologist in Logistics at the Faculty of Technology of São Paulo (FATEC), Guarulhos, Brazil.

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