The quality of customer service as a criterion for competitiveness improvement of transport companies in the delivery of goods

Abstract

Modern conditions in the service market orient the country's transport companies to the availability and quality of transport and logistics services in the field of freight traffic, the conditions for creating their quality while reducing the level of transport costs. Many companies appear in the road transport industry offering a different set of services related to the delivery of goods, such as information, commercial, technological, service, etc. However, despite the presence of a significant number of such companies in the transport services market, most of the customers are not satisfied with the quality of their provision, since along with the growth of competition, the requirements imposed by consumers on the quality of such services also increase. To meet these requirements, it is necessary to study the needs of consumers, determine the capabilities of competitors, establish and implement a marketing strategy. In order for the consumer to be guided in the market of motor transport services in the work on choosing an algorithm for choosing a transport company, which was based on ranking the identified indicators of the quality of transport services, measuring them for consumers and calculating the rating of transport companies, evaluating the delivery of goods. This technique helps the consumer to make a choice, giving preference to a company with the highest integral rating of transport services, therefore, the highest level of quality of services provided. To increase the number of customers and increase revenues, transport companies need to improve the quality of transport services through an individual approach to each client and his requests. The competitive advantage will be the one that can respond flexibly to changing customer requirements for transportation services and at the same time provide better quality services.