The importance of the measurement of the perceived service quality on providing customer satisfaction and customer loyalty; A research on cargo sector

Increasing product diversity, technologically advanced e-commerce and changing consumer habits that have increased the business volume of cargo companies. Cargo companies try to make their customers satisfied with their services and make them loyal customers in order to have a corner on the market where there is intense competition. As a result of the literature review, it is seen that there is a limited number of researches on the service quality of the companies operating in the cargo transportation sector. In this study, the effect of cargo companies' service quality on customer satisfaction and customer loyalty was examined. In the research, survey method was used and data were collected by applying a questionnaire to 410 people. SERVPERF scale developed by Cronin and Taylor was used to measure the service provided. As a result of the analysis, it was determined that the service quality perceived in the cargo sector, affects customer satisfaction and customer loyalty in a positive direction. In addition, it has been determined that the most expectations of customers from cargo companies are on time delivery and low cost.