Evaluation of Logistic Service Quality (Storage and Delivery) Based on Servqual Model (Case Study: Central Office of Boushehr Ports and Maritime, Iran)

In 1995, parasouraman designed a model which allowed evaluation of service quality in organizations and companies. This model is known as "servqual" which evaluates service quality in three levels: expected service, presented service and minimum expected service. In service field, quality is of great importance. The present research aims to evaluate logistic quality (storage and delivery) based on servqual model in central office of Boushehr Ports and Maritime, Iran from clients point of view. Its aim is applied and its methodology is descriptive and it is also a survey research. Population of the research included all clients of central office of Boushehr Ports and Maritime, Iran which were sampled by means of random access method. Data was collected by field method and measurement tool was questionnaire. Validity of the questionnaire was verified by content, construct and simulated methods. Its reliability was measured by Cronbachʹs alpha (0.926). results showed that there is significant difference between expectations and perceptions of clients from logistic service quality (storage and delivery) in central office of Boushehr Ports and Maritime, Iran. It was also verified that there is difference between expectations and perceptions of clients from "reliability", "responsiveness", "empathy", "convenience" and "tangibles" of logistic service quality (storage and delivery) in central office of Boushehr Ports and Maritime, Iran. It was also verified that there is not any difference between clientsʹ expectations and perceptions of "credibility"of logistic service quality (storage and delivery) in central office of Boushehr Ports and Maritime, Iran.