Open Access Conference Proceedings

The quality level of an end customer service determines indirectly the competitiveness level of a company. Therefore, it is necessary to adjust permanently distribution processes to the requirements of an end customer. The authors conducted the diagnosis of factors determining the level of customer service concerning logistics operators on the Silesian LSP market. The SWOT analysis, the analysis of critical success factors and surveys have been used to diagnose these factors. As a result, the authors pointed out necessary changes to improve customer service of selected logistics operators. Additionally, recommendations for analysed logistics operators in the range of timeliness and reliability of a delivery for an end customer were given.

Keywords: customer service, effectiveness of logistic processes, logistics operator

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