The Influence of Factors on Customer Satisfaction in the Selection of Logistics Service Providers

Abstract

Maintaining and increasing customer satisfaction is a key driver of sustainable competitive advantage in the logistics services sector. Customer satisfaction reflects how the delivered product or service meets the customer's expectations. This research aims to identify the determinants in the choice of logistics service providers by customers. Using a method of systematic review of specialized literature published in the international databases Web of Science and Scopus, the bibliometric analysis highlights that the central factor of satisfaction and competitiveness in logistics is service quality. Thus, the results confirm the existence of various perspectives and quality assessment criteria in this field. CZU: 005.346:005.932; JEL: M31