QUALITY OF SERVICE AND CUSTOMER SATISFACTION OF THE CARGO COMPANY TRANSPORTE PAKATNAMU SAC. 2023 (#1059)

Authors

Custodio Campos, Carlos Iván

Bustamante Ñopo, Carlos Rubén

Tenorio Ortiz, Yenny Anali

Sotomayor Nunura, Gioconda Del Socorro

Abstract

This study was carried out in one of the most recognised companies in the freight transport sector in Peru. The purpose of this research article was to determine the effect between the logistic quality of the service on the loyalty that involves customer satisfaction; to identify the level at which each variable is found; and to establish the relationship of each dimension on customer satisfaction in Transportes Pakatnamú (TP) SAC. A questionnaire was used as a measurement instrument in this research, with a Cronbach's alpha coefficient of 0.950, thus determining its degree of reliability and consistency. Likewise, the dimensions of the ServQual model were adapted to analyse service quality (QS), while a two-dimensional approach was used to assess customer satisfaction (CSAT). As a result, a correlation coefficient of 0.835 was obtained, indicating that the quality offered in freight transport services significantly influenced customer satisfaction. Additionally, it was found that all five dimensions of service quality also positively affect satisfaction. That is, as long as the services provided are of high quality, satisfaction will be favourable and unfavourable if the services are provided poorly. Therefore, in the company it was determined that people were satisfied with the service received.