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Evaluation of Transport Processes Quality with Servqual and TUL Methods

Author

Listed:
  • Sładkowski Aleksander

    (Prof. Aleksander Sładkowski, Dr. habil., Dr.h.c. mult. Silesian University of Technology, Faculty of Transport. Krasińskiego 8, 40-019Katowice, Poland. Phone: +48 32 6034197)

  • Cieśla Maria

    (Prof. Aleksander Sładkowski, Dr. habil., Dr.h.c. mult. Silesian University of Technology, Faculty of Transport. Krasińskiego 8, 40-019Katowice, Poland. Phone: +48 32 6034197)

  • Krupa Bartosz

    (Prof. Aleksander Sładkowski, Dr. habil., Dr.h.c. mult. Silesian University of Technology, Faculty of Transport. Krasińskiego 8, 40-019Katowice, Poland. Phone: +48 32 6034197)

Abstract
The theoretical part of this article presents knowledge of selected methods used to study the quality level of basic processes. Authors paid particular attention to the Servqual method, which shows the differences that exist between the perceived and delivered quality of services provided by enterprises and the TUL method. The research part will show the Servqual and TUL analysis based on the processes of the existing transport company. The article is based on well-known methodology of Servqual and TUL analysis, which was adjusted to observation of transport processes of logistics service provider. The main scientific goal of the paper was to examine the effectiveness of the methodology used on the example of a transport company and comparison of methods utility. The improvement of the transport process will increase the level of customer satisfaction, and this is the first step to increase the number of transport orders received.

Suggested Citation

  • Sładkowski Aleksander & Cieśla Maria & Krupa Bartosz, 2018. "Evaluation of Transport Processes Quality with Servqual and TUL Methods," LOGI – Scientific Journal on Transport and Logistics, Sciendo, vol. 9(2), pages 61-72, November.
    • Handle: RePEc:vrs:logitl:v:9:y:2018:i:2:p:61-72:n:7
    DOI: 10.2478/logi-2018-0019
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    References listed on IDEAS

    as
    1. Medi YARMEN & Sik SUMAEDI, 2016. "Perceived Service Quality of Youth Public Transport Passengers," Transport Problems, Silesian University of Technology, Faculty of Transport, vol. 11(1), pages 99-111, March.
    2. Basfirinci, Cigdem & Mitra, Amitava, 2015. "A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 239-248.
    3. Suzana Markovic & Sanja Raspor, 2010. "Measuring Perceived Service Quality Using SERVQUAL: A Case Study of the Croatian Hotel Industry," Management, University of Primorska, Faculty of Management Koper, vol. 5(3), pages 195-209.
    Full references (including those not matched with items on IDEAS)

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