The relationship between customer satisifaction and SERVQUAL Gap model, Beibu Gulf Ports Group as case

As a logistics organization, the service quality would be considered as one of the evaluating standards of its service. However, it appears with the customers’ satisfaction. Customer satisfaction could be considered as a good way to attract the consumers in choosing and re-choosing such organization. To detect the service quality, SERVQUAL model would be a good choice because it starts from the expectation of the customers and the service perceived. It also divided into five dimensions as tangible, responsiveness, response, assurance, and empathy to test the service quality of an organization. In this model we can get the GAP of the service expectation and perceived in digital form then can find out the real service quality of the organization. Moreover, this research would use Beibu Gulf Port Group as the questionnaire participants (The customers who experienced the service of the group and the staff of the group). The model’s result would show how the service quality of testing sample and then offer improving or maintaining suggestion on it.