Application of Delphi and Servqual Methods for Quality Improvement of Logistics Services

In order to improve the quality of the logistics services provided, it is essential to recognize customer needs when implementing these services.Measuring customer satisfaction based on the dimensions of existing service quality and evaluation through questionnaires filled out by customers as a technical response can be used to continuously improve quality to improve and ensure the quality of logistics services.The Delphi method is used to identify aspects of logistics services, the Servqual method is used to measure customer satisfaction, and the attributes that need to be improved are then identified.Based on the processing of the servqual method, the average value of the gap is -0.24 when compared to the value of customer satisfaction, perceptions, and expectations.The average value of the gap is less than 0, so the value of customer satisfaction can be said to be dissatisfied.