Factors affecting logistics services quality at the Railway Transport Joint Stock Company

This study aims to identify and measure the factors influencing the quality of logistics services at the Railway Transport Joint Stock Company. The regression analysis reveals that six factors significantly affect customer satisfaction with logistics services: Reliability, physical facilities, customer care, delivery time, pricing and incident handling. Among these, reliability exerts the strongest influence, followed by physical facilities, customer care, delivery time, pricing and incident handling. Based on the findings, several managerial implications and recommendations are proposed to improve the logistics service quality of the Railway Transport Joint Stock Company.