Measuring Logistics Service Quality Using the SERVQUAL Model
: Quality is a key success factor in the market. For the successful performance of a company, it is very important to have high quality and a quality system, and strive for its development and improvement. In this paper, it has been measured the quality of logistics service using the SERVQUAL model in the TC company as one of the most well-known and most used models in the field of quality measurement. The users of the transport service, the respondents, provided certain information on their expectations, as well as their perceptions of the quality of the transport service from the aspect of all five dimensions: reliability, assurance, empathy, tangibles and responsiveness. The SERVQUAL model was chosen to obtain the final results of the quality of service provided to users. The FUCOM method was applied to obtain the final weights of dimensions. The main goal of this paper is to assess the quality of the transport service in the TC company, so that the company has an insight into its current state