Article ID: | iaor201525631 |
Volume: | 19 |
Issue: | 3 |
Start Page Number: | 372 |
End Page Number: | 390 |
Publication Date: | Oct 2014 |
Journal: | International Journal of Logistics Systems and Management |
Authors: | Silva Jersone Tasso Moreira, Teixeira Luiz Antonio Antunes, Cruz Karenina de Castro Tavares Senem, Tadeu Hugo Ferreira Braga |
Keywords: | management, behaviour, quality & reliability |
The objective of this article is to measure the customers' behavioural intentions with respect to the logistics services' quality of a beverage distributer company located in the state of Minas Gerais, Brazil. Specifically, we intend to analyse the clients satisfaction level of logistics service quality, analyse the satisfaction level of the different segments and/or retails with respect to the logistics service quality and to evaluate the distance interference from the sales locations with respect to the firms warehouse in terms of the offered services' quality. A survey was applied with 492 company's customers, where nine constructs were evaluated with respect to the logistics services quality attributes. It was certified that logistics services offered by the beverage distributor, fulfil the expectations of most of the customers, noting a strong tendency among them to recommend the company and encourage others retailers to purchase from this company, promoting the positive mouth‐to‐mouth marketing.