Advisers

Jennylene A. Abalos

Discipline

Business administration

Abstract

Service quality is closely associated with customer satisfaction, particularly in logistics, where efficiency and interaction are crucial. This study evaluated a logistics company using SERVQUAL dimensions—reliability, responsiveness, assurance, empathy, and tangibles. Customer satisfaction was measured through order accuracy, delivery timeliness, tracking, and package handling, examining the relationship between service quality and satisfaction. The study used a quantitative descriptive-correlational design. Data were gathered through a structured survey questionnaire administered to customers with prior experience using the logistics company’s services. weighted mean were computed to evaluate service quality and customer satisfaction indicators. Pearson’s correlation coefficient was applied to examine the strength and significance of the relationship between service quality and customer satisfaction. Findings revealed high customer satisfaction, with most indicators rated “Strongly Agree.” Key strengths included technological integration, staff professionalism, transparent policies, and operational efficiency. Customer satisfaction aspects—order accuracy, delivery timeliness, tracking communication, and package handling—were positively rated. Correlation analysis showed a strong, statistically significant positive relationship between service quality and overall customer satisfaction. The results show that both technology-related and human-centered service factors are strongly associated with customer perceptions. High ratings for tracking communication and responsiveness highlight the importance of timely information and efficient service recovery, while staff professionalism and empathy were positively associated with the customer experience. The strong link between service quality and satisfaction emphasizes the value of continuous improvement, which may support customer satisfaction and organizational competitiveness in logistics operations.

Keywords

service quality, servqual, customer satisfaction