In the courier service industry, service quality is among the most crucial determinant for customer satisfaction. This paper applies the Logistic Service Quality (LSQ) model, using variables which include timeliness, condition of order, quality of information, and quality of personnel in determining the most effective dimensions in providing sound service quality to achieve customers’ satisfaction. The LSQ model was tested for its validity in courier services industry in Bulgaria. Multiple regression analysis based on 423 individual respondents indicated that condition of order has the greatest impact on the level of customer satisfaction.
In the courier service industry, service quality is among the most crucial determinant for customer satisfaction. This paper applies the Logistic Service Quality (LSQ) model, using variables which include timeliness, condition of order, quality of information, and quality of personnel in determining the most effective dimensions in providing sound service quality to achieve customers’ satisfaction. The LSQ model was tested for its validity in courier services industry in Bulgaria. Multiple regression analysis based on 423 individual respondents indicated that condition of order has the greatest impact on the level of customer satisfaction.
Anna Lucia Alfaro Dardón, Harvard MPA/ID. The international successful Case Study of Banco de Desarrollo Rural S.A. in Guatemala - a mixed capital bank with a multicultural and multisectoral governance structure, and one of the largest and most profitable banks in the Central American region.
INCAE Business Review, 2010.
Anna Lucía Alfaro Dardón
Dr. Ivan Alfaro
Dr. Luis Noel Alfaro Gramajo
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