Quality of service in cargo transport

In this study, it has been investigated to what extent the service provided by the cargo branches in Gaziantep is perceived by the customers. The sample group of the research consists of customers who send from cargo branches in Gaziantep. 257 people reached from this main population were accepted as a sample. In the first part of the questionnaire, there are 5 questions about the demographic information of the participants. In the second part, there are 21 questions about service quality. The scales used in the second section consist of Likert-type (5-point) questions. It was determined that the research group consisting of 155 men and 102 women paid particular attention to the appearance of the branches and the behavior of the employees. The most preferred cargo company of the sample group was determined as Yurtiçi Kargo company. Statistically significant differences were found; between FG and G and age groups (p=0.018 and p=0.018, respectively), between FG, G and YV and education levels (p=0.035; p=0.005 and p=0.005, respectively), between FG and EMP and occupational groups (p=0.019 and p=0.032, respectively), FG and YV, and cargo company preference (p=0.015 and p=0.042, respectively). The positive increase in the physical appearance of the cargo branches; employees are able to answer questions reliably and explain requests reliably; be able to respond more quickly to problems that occur or to customer requests; As a result of fulfilling their commitments to their customers such as on-time delivery and providing this assurance to their customers without faltering, the perceived service quality of their customers may increase.