THE EFFECT OF SERVICE QUALITY OF CARGO COMPANIES ON CUSTOMER SATISFACTION

Abstract

In this study, the difference between the service quality that consumers expect from cargo companies and the quality of services they perceive about the existing services of companies has been investigated with the servqual technique. In addition, the effect of perceived service quality on overall customer satisfaction was analyzed by structural equation modeling. For this purpose, data were collected from 701 residents of Gaziantep. As a result of the analysis, it was determined that the highest difference between expectation and perception is in reliability and responsiveness dimensions, and the lowest difference is in physical appearance and empathy dimensions. In general, it has been achieved that customers are not satisfied with the service quality of the cargo companies. As a result of the analysis, empathy, responsiveness, reliability and assurance dimensions were found to significantly affect customer satisfaction positively. General customer satisfaction was also found to be significantly different in terms of Aras Cargo, PTT Cargo and Domestic Cargo.