Title: Logistics service quality measurement of a beverage distributor company in the state of Minas Gerais - Brazil

Authors: Jersone Tasso Moreira Silva; Luiz Antonio Antunes Teixeira; Karenina de Castro Tavares Senem Cruz; Hugo Ferreira Braga Tadeu

Addresses: Av. Afonso pena, 3880. Bairro Cruzeiro, Belo Horizonte, MG., CEP. 30130-009, Brazil ' Av. Afonso pena, 3880. Bairro Cruzeiro, Belo Horizonte, MG., CEP. 30130-009, Brazil ' Av. Afonso pena, 3880. Bairro Cruzeiro, Belo Horizonte, MG., CEP. 30130-009, Brazil ' Campus Aloysio Faria, Av. Princesa Diana, 760, Alphaville, Lagoa dos Ingleses, 34000-000, Nova Lima/MG, Brazil

Abstract: The objective of this article is to measure the customers' behavioural intentions with respect to the logistics services' quality of a beverage distributer company located in the state of Minas Gerais, Brazil. Specifically, we intend to analyse the clients satisfaction level of logistics service quality, analyse the satisfaction level of the different segments and/or retails with respect to the logistics service quality and to evaluate the distance interference from the sales locations with respect to the firms warehouse in terms of the offered services' quality. A survey was applied with 492 company's customers, where nine constructs were evaluated with respect to the logistics services quality attributes. It was certified that logistics services offered by the beverage distributor, fulfil the expectations of most of the customers, noting a strong tendency among them to recommend the company and encourage others retailers to purchase from this company, promoting the positive mouth-to-mouth marketing.

Keywords: logistics services; service quality; multivariate data analysis; customer behaviour; distribution; Brazil; quality measurement; beverage distributors; behavioural intention; customer satisfaction.

DOI: 10.1504/IJLSM.2014.065497

International Journal of Logistics Systems and Management, 2014 Vol.19 No.3, pp.372 - 390

Received: 18 May 2013
Accepted: 07 Aug 2013
Published online: 07 Nov 2014 *

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