Daria SZATKOWSKA and Jerzy Korczak
Faculty of Economic Sciences, Koszalin University of Technology, Koszalin, Poland
Logistics customer service is one of the key elements of supply chain management. It usually includes activities related to ensuring timely and in the quality required by the customer of the executed orders, starting from the moment of contact with the customer, through the delivery of the product or service, to after-sales service. Its essence is to strive to maximize customer satisfaction. Studying the reaction of enterprises to customer requirements resulting from the socio-economic conditions of the implementation of the logistics customer service process is a constant scientific challenge. This is indicated by the behaviour of the stakeholders of the examined process, focused on the practice of the business represented by the entrepreneur specializing in comprehensive services in the field of waste disposal and processing, as well as on the behaviour of its customers. The survey conducted using the survey technique (CAWI) was conducted on a random sample of residents of a municipality served by a service company. The identification, analysis and assessment of the key determinants of the implementation of the customer service process showed, on the one hand, the level of service quality expected by the surveyed customers, and on the other hand, the lack of modern customer service tools (e.g. mobile application, electronic requests). The results of the research indicate that a service company does not take full advantage of its opportunity for development in the modern information economy, because limited presence in social media and traditional forms of concluding contracts may constitute barriers for younger customers and affect the level of their satisfaction with the implementation of the logistics service process.