Measuring Service Quality in the Logistic Sector by Using Servqual and Best Worst Method

Abstract

In this study it is aimed to analyze the logistics service quality provided by freight forwarder logistics company in Izmir Turkey. As in every sector competition between companies is increasing day by day in the logistics sector. Therefore all companies in the service sector must provide good and quality service in the face of increasing competition. In addition to the cost factor to attract limited customers in the market logistics companies can also come to the fore with the service quality they offer. The service quality of a business depends on what the customer expects from that service and the extent to which their expectations are met. In the study firstly the expectations of the customers are analyzed from the quality service perspective and secondly the quality of the company which serves for the same quality indicators has been tried to be measured. To achieve these aims service quality (SERVQUAL) method will be used. Also the Best Worst Method (BWM) will be used to find the weight of each logistics service quality dimensions with a mathematical model. © 2022 Elsevier B.V. All rights reserved.