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Evaluating service quality in the Durban freight transportation industry
2011
Journal of Transport and Supply Chain Management
This paper evaluates service quality in the Durban freight transportation industry, in which a high degree of competition exists. Previous measurements of service quality in the industry have been casual gauges, rather than a formalised process. This paper makes a contribution by examining the level of service quality, specifically from a tangibles, reliability and responsiveness perspective, thereby identifying service quality gaps which need to be closed, with a view to raising service
doi:10.4102/jtscm.v5i1.24
fatcat:ke7pug3wofbr5baf25fsalnajy