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Study on Measuring and Analysing the Quality of Road Freight Transport Service

Author

Listed:
  • Daniel Metz

    (“Babeș-Bolyai” University of Cluj-Napoca, Faculty of Economics And Business Administration, Romania)

  • Cristina Ionela Toadere

    (“Babeș-Bolyai” University of Cluj-Napoca, Faculty of Economics And Business Administration, Romania)

  • Cosmina Laura Rat

    (“Babeș-Bolyai” University of Cluj-Napoca, Faculty of Economics And Business Administration, Romania)

Abstract

The study aims to measure and analyse the quality of road haulage services in order to identify and implement best practices for quality improvement. The assessment of the quality of road haulage services was carried out from the external perspective of the customer with a focus on the dimensions of quality, based on their perceptions of the satisfaction of the requirements and conditions demanded by the 43 customers, represented by companies from the food industry, light industry and wholesale trade. As research methods, a survey based on a structured questionnaire was used, which included 51 items/primary variables that formed the basis for the construction of the 5 aggregate variables, which express both the quality of the road haulage service provided to the approached as a process and the human resource practices that contributed to quality assurance.

Suggested Citation

  • Daniel Metz & Cristina Ionela Toadere & Cosmina Laura Rat, 2023. "Study on Measuring and Analysing the Quality of Road Freight Transport Service," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(1), pages 688-695, August.
    • Handle: RePEc:ovi:oviste:v:xxiii:y:2023:i:1:p:688-695
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    More about this item

    Keywords

    road freight management; quality of service; quality dimensions; quality management;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M19 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Other

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