Improvement of customer service quality in freight transportation services in the “X” company

Abstract

Objectives: 1. To analyze the theoretical aspects of customer service quality concept. 2. To conduct empirical study on customer service quality of “X” freight transportation company. 3. To propose directions for improving customer service quality of “X” freight transportation company. Research method: Analysis of scientific literatures, SWOT analysis, survey research (SERVQUAL questionnaire). The structure of the final bachelor's thesis and results: The first part of the work presents the concept of customer service and its role in the freight transportation industry, discusses the correlation of customer expectations, perceptions and service quality, explores customer service evaluation methods. In the second part of the work general information about the “X” company and its SWOT analysis are provided, the methodology of empirical research is introduced, and the empirical research on customer service quality is conducted. The conducted empirical study revealed some positive and negative aspects of the “X” company’s customer service quality. The problems highlighted by the survey and SWOT analysis are related to the inadequate level of knowledge and skills of employees, poor business and information management systems which have detrimental impact on the level of customer service quality. In the third part of the work, improvement directions for the customer service quality of the “X” freight transportation company are proposed. To improve the customer service quality the following improvement directions are recommended: Organizing regular training and development procedures for its employees, introducing modern information and business management systems, and implementing telematics solutions.