Original Research

Evaluating service quality in the Durban freight transportation industry

Jeevarathnam P. Govender, Koovendhran Naidu
Journal of Transport and Supply Chain Management | Vol 5, No 1 | a24 | DOI: https://doi.org/10.4102/jtscm.v5i1.24 | © 2011 Jeevarathnam P. Govender, Koovendhran Naidu | This work is licensed under CC Attribution 4.0
Submitted: 15 November 2011 | Published: 30 November 2011

About the author(s)

Jeevarathnam P. Govender, Department of Marketing, Retail and Public Relations, Durban University of Technology, South Africa
Koovendhran Naidu, Department of Marketing, Retail and Public Relations, Durban University of Technology, South Africa

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Abstract

This paper evaluates service quality in the Durban freight transportation industry, in which a high degree of competition exists. Previous measurements of service quality in the industry have been casual gauges, rather than a formalised process. This paper makes a contribution by examining the level of service quality, specifically from a tangibles, reliability and responsiveness perspective, thereby identifying service quality gaps which need to be closed, with a view to raising service quality levels in the industry. The SERVQUAL instrument has been used to measure service quality levels administered to 500 of the industry’s active customers, i.e. organisations utilising the services of the freight transportation industry. The targeted respondents were managers responsible for logistics in their organisations. It was found that gaps existed between expectations and perceptions of service quality on 14 of the 15 measured items. Recommendations are made as to how the industry can improve its service quality levels.

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