ASSESSMENT OF SERVICE QUALITY AND CUSTOMERS’ SATISFACTION IN CLS LOGISTICS PLC.

Abstract

The importance of service quality for any business performance has been recognized in the literature through the direct impact on customer satisfaction. The paper studied the effect of service quality on customer satisfaction in CLS logistics PLC. SERVPERF model by Cronin and Taylor‟s (1992) is used to identify the effect and the relationship. Quantitative means of data collection method is employed to collect the data through questionnaire. This study used descriptive and causal research design and both primary and secondary data. The sample consists of 384 respondents selected based on convenience sampling procedure. The collected data was analyzed with the help of SPSS version 20. The finding of this study indicates that customers were most satisfied with the assurance dimensions of service quality and dissatisfied with network quality dimension. The findings of the study also indicated that there are positive and significant relationships between five service quality dimensions and customer‟s satisfaction. And also except responsiveness all service quality dimensions have positive and significant effect on customer satisfaction. The study recommends that the Company should improve the service quality dimensions especially network quality, responsiveness, empathy and security in order to satisfy customers.