Assessing the Quality of Logistics Services

This work is relevant because it shows how the logistics services market is developing in a dynamic way. It is important for companies to have a positive reputation as reliable partners, and quality assessment of logistics services is a key factor in this. The company decided to evaluate its own services to improve the quality of services provided, and this was a great decision! The company's prerequisite for assessing the quality of logistics services was a doubling of the number of complaints from 2022 to 2023. In practice, there is no single, universal methodology for assessing the quality of logistics services. However, we were able to identify a number of key determinants of quality, which we then combined with the methods of K. Gronruz to create our own unique methodology. Our methodology was developed based on a survey and evaluation of expert opinion, which revealed that there are several areas that require improvement, including logistics equipment, politeness and competence of personnel, and the material environment of the service. The presented methodology was a resounding success, enabling us to assess the company's strengths and weaknesses and offer a number of recommendations for improving the quality of the logistics services provided.