ANALYSIS OF LOGISTIC CUSTOMER SERVICE FROM THE PERSPECTIVE OF THE DISTRIBUTION NETWORK OF WOODEN PRODUCTS
Abstract
Measuring and monitoring the level of customer satisfaction is now an essential element in gaining competitive advantage on the market. In the services sector, meticulous quality assessment is not easy, as it is largely dependent on the personal feelings of customers. Subjectivity in the assessment of a service contributes to the fact that what is rated very highly by one buyer may be average or even negative for another buyer. Therefore, the main aim of the article was to measure the expectations of customers and the degree of their satisfaction with the services provided in the analyzed organization. In order to achieve this goal, the Customer Satisfaction Index (CSI) method was used, in which the survey questionnaire was the basic measurement tool. The aim of the article is also to present a proposal of segmentation of aspects affecting the level of customer satisfaction using a quality map and to indicate the areas that the organization should immediately improve in order to maintain a stable position on the market.
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