20.500.12556/DKUM-66620 The importance of logistics service quality in a business-to-business market Značaj kvalitete logističkih usluga na poslovnom tržištu The conceptualization and assessment of service quality continues to play an important role in marketing. The main aim of this paper is to study the perceived quality of service offered in the particular case of a logistics service organisation. We attempted to identify the gaps in logistical service offered in the samples of Croatian, Slovenian, Bosnian and Serbian and Monte Negrin enterprises. A comparative analysis discovered the differences and particularities linked to the specific markets regarding the importance and perceived characteristics of logistical services. While search quality factors can be assessed even before purchase, experience quality can be assessed only after purchase. Results indicate that consumers have evaluated the logistical service of logistics provider Intereuropa Ltd. Co. in terms of three major dimensions: on-time delivery, speed of delivery and the reliability of logistical services offered. In this paper, we explored the gaps in the logistical service offered in the samples of Croatian, Slovenian, Bosnian and Serbian and Monte Negrin enterprises. The study's findings suggest a framework to develop measures to empirically assess logistical service quality. Konceptualizacija i procjena kvaliteta usluga i dalje ima veliki značaj u marketingu, zbog čega se u ovom radu proučava percipirana kvaliteta usluga na konkretnom primjeru organizacije koja se bavi logističkim uslugama. U istraživanju se pokušalo identificirati problematične primjere logističke usluge promatranog poduzeća na uzorku hrvatskih, slovenskih, bosansko-hercegovačkih i srpskih, te crnogorskih tvrtki – korisnika logističkih usluga. Komparativna je analiza otkrila razlike i specifičnosti povezane s pojedinim tržištima, a koje se odnose na značaj i percipirane karakteristike logističke usluge. Rezultati istraživanja daju indikacije da korisnici evaluiraju logističke usluge Intereurope s aspekta tri ključne dimenzije: pravovremenosti i brzine dostave, te pouzdanosti logističkih usluga. Na temelju dobivenih rezultata može se razviti model za empirijsku procjenu mjera kvalitete logističkih usluga. logistics business logistics services quality logistika poslovna logistika storitve kvaliteta true false true Angleški jezik Hrvaški jezik Znanstveno delo 2017-07-04 10:43:25 2017-07-04 10:44:29 2022-08-01 12:59:04 2019-07-11 15:53:26 2006 0 0 str. 1-16 št. 1 Letn. 11 2006 0000-00-00 Zaloznikova Objavljeno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 1331-0194 658.788 3757084 8849948 1331-0194 URN:SI:UM:DK:5FIBOITP Management_Journal_of_Contemporary_Management_Issues_2006_Zavrsnik,_Jerman_The_importance_of_logistics_service_quality_in_a_business-to-.pdf Management_Journal_of_Contemporary_Management_Issues_2006_Zavrsnik,_Jerman_The_importance_of_logistics_service_quality_in_a_business-to-.pdf 1 AC147B045B43CB9524A82E24C6FA49B5 51cb130eb65084cece9ff3ed1ca721be5625302e8c72d815d6d5428f8afbb881 59c96639-7c0e-11eb-bb7a-00155d0001ca 20.500.12556/dkum/6df0778a-d1fe-41d7-b1b4-ce59e423779f https://dk.um.si/Dokument.php?lang=slv&id=113600 http://hrcak.srce.hr/19137 1 https://dk.um.si/Dokument.php?lang=slv&id=113599 Ekonomsko-poslovna fakulteta 0 0 0