The effect of service quality in customer satisfaction in logistics companies: An application in cargo companies

As the logistics sector is in the whole world, our country is in constant growth and development. Cargo transportation is one of the logistics activities and takes place in the group of services oriented to the transportation sector. On the other hand, in order for the cargo companies to survive, it is necessary to carry out activities in accordance with the quality standards of the service and to ensure customer satisfaction. Cargo-service-customer concepts are the basic elements that complement each other. The aim of this research is to measure the effect of the service quality of cargo companies on customer satisfaction. Scanning model was used in the research. The main mass of the research is consumers who are served by cargo companies over 18 years of age residing in Istanbul city center. Because it is not possible to reach the whole mass and time is limited in terms of cost, 230 random sampling methods were chosen. SERVQUAL (Quality of Service) and Customer Satisfaction scales were used in the research. As a result of research, sub dimensions of service quality in cargo sector are determined as reliability, physical elements and empathy. In the survey, a meaningful relationship between the reliability and empathy dimensions of cargo companies and customer satisfaction has been determined. In order for the cargo companies to be able to provide customer satisfaction, it has been proposed to deliver the goods on time, accurately and without fault, and to understand the expectations and needs of the customers. Keywords: Cargo, Service quality, Customer happiness.