Measuring the perceived service quality and reputation regarding cargo companies

The aim of this research is to determine the relationship between perceived service quality and corporate reputation of cargo companies. The data of the research, which was conducted in a general survey design, were collected through an online survey. The data collection tool of the research includes three sections. The first part consists of questions to determine demographic characteristics, while the second and third parts consist of likert-type scales to determine perceived service quality and corporate reputation. SERVQUAL scale was used to measure perceived service quality and Reputation Coefficient Scale was used to measure corporate reputation. The data collection tool was applied to 2581 individual users who received Cargo service service during the pandemic process. The analysis of the research data was carried out through SPSS program and Amos 23.0 program. According to the results of the research, there is a strong relationship between the perceived service quality scores of cargo service users and their perceptions of corporate reputation. Reputation and quality service perception are two important interrelated variables in the cargo service sector. Users' gender, age, marital status, education level and frequency of cargo use also affect their perception of these variables. For service perception and reputation strategies, cargo companies need to develop strategies related to these varibales and characteristics.