IMPROVEMENT OF CUSTOMER SERVICE IN LOGISTICS COMPANIES: A THEORETICAL APPROACH

Abstract

The logistics sector operates in a highly competitive environment shaped by increasing customer expectations, which makes customer service quality an important factor in ensuring company competitiveness and operational effectiveness. In logistics companies, customer service reflects the ability to provide reliable, timely, and customer-oriented services that meet customer needs and contribute to customer satisfaction and loyalty. In addition, customer service in logistics companies should be assessed in the context of B2B relationships, where service reliability, information quality, responsiveness, and long-term cooperation are of particular importance. The aim of this article is to analyze the concept, essence, and significance of customer service in logistics companies and to identify theoretical methods that may be applied to improve customer service quality. The article is based on scientific literature analysis and the method of generalization. The results of the theoretical analysis revealed that customer service improvement in logistics companies may be supported by several methods, such as customer opinion assessment, customer needs analysis SERVQUAL methodology, and customer relationship management. The analysis also showed that B2B customers in the logistics sector expect not only effective communication, but also accurate information, service flexibility, and reliable fulfillment of commitments. These methods provide a theoretical basis for identifying problematic areas, evaluating customer service quality, and defining directions for service quality improvement in logistics companies.