Analyzing the service quality priorities in cargo transportation before and during the Covid-19 outbreak

Abstract

© 2021 Elsevier LtdThe aim of this study is to find out the most critical service quality priorities in cargo transportation before the Covid-19 and during the Covid-19 outbreak by applying the Fuzzy Importance-Performance-Impact Analysis (FIPIA) method. At the same time, it is also aimed to decide the best resource allocation in cargo services and to show the differences between both periods. This is the first study using the FIPIA method in determining the service quality priorities of consumers using cargo service. A total of 723 participants responded to the questionnaire consisting of 341 participants before the Covid-19 and 382 participants during the Covid-19 period. This study also examined whether there is a relationship between the sectors most frequently used in cargo service in both periods and service quality priorities and found the differences in consumers' sectors most frequently. According to data found in the study, the application of promotion and courteousness, and politeness of the personnel had the highest value in all service quality priorities before the Covid-19 outbreak. According to results, “evaluation of customer complaints in a short time” and “fast delivery” had the highest value in all service quality priorities after the Covid-19 outbreak. Evaluation of customer complaints in a short time and fast delivery had high importance values while performance and impact had relatively low importance, presenting a need to concentrate on these three-service qualities.