The objectives of this work were to study the dimensions of the perceived service quality of logistics services and to show how a company can use customers' satisfaction surveys to improve its quality and clients' loyalty. One hundred and seventy seven clients of a Logistic Company were interviewed using a 22- attribute questionnaire. The results show that in order to avoid decision errors it is important to take into consideration the non- linear effect of attributes' performance on customer satisfaction. This study also shows that logistic service quality has 5 dimensions (reliability, responsiveness, tangibles, assurance, and empathy) and that customer loyalty is more affected by the attributes classified as "key" attributes, according to the Kano Model, than those that are known as "basic" attributes.
Service quality; Logistic services; Service; Kano Model; Importance x performance analysis
