Effects of cargo companies service quality on customer satisfaction and company reputation

Abstract: In this study, the effect of perceived service quality of cargo companies on customer satisfaction and company reputation was investigated. For this purpose, data was collected from a survey of 384 people residing in Kastamonu and receiving cargo service. In the research, the construct validity and reliability of the scales used were tested. Then, a structural equation model was established and research hypotheses were tested. As a result of the analysis of the structural equation model, it has been determined that the perceived service quality of the cargo companies positively affects the firm image and customer satisfaction. It has been found that firm reputation also positively affects customer satisfaction. In the research, it was also determined that the customers had the most complaints about the delay of their shipment from the cargo companies. Another issue that affects the quality of service is that customers experience problems arising from the cargo acceptance officer. According to the results of the survey, the most preferred cargo company is PTT Kargo, and the quality of service was the most important factor in the choice of cargo companies. In the research, it was found that the implementation of ISO EN 9001: 2015 Quality Management System and ISO EN 10002: 2014 Customer Satisfaction Management Systems in cargo companies will be beneficial in increasing the service quality.