Open Access Conference Proceedings

All logistics activities both in the field of distribution logistics and in the logistics of customer service are closely related to the customer to the ability to satisfy his needs and expectations. Analysis of the level of customer satisfaction in enterprises is treated as a valuable source of knowledge about the degree of customer satisfaction from the company's operations. The basis of any quality management system is to reveal and improve the resulting nonconformity within a company. In accordance with the principle 1-10-100, the costs of the complaint are many times higher than they would in real terms and also result from the loss of trust and reliability of clients. For this reason, each complaint should be treated exceptionally and analyzed in detail in order to eliminate the cause of its creation experience. The purpose of this article is to analyze the quality of the offered products and the course of the complaint process, as they significantly affect customer satisfaction.

Keywords: distribution logistics, customer service, quality, complaints, customer satisfaction

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