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National Repository of Grey Literature 1 records found  Search took 0.00 seconds. 
Analysis of the decision-making factors in freight forwarder selection process
 Šrámková, Eva ; Novák, Radek (advisor) ; Cempírek, Václav (referee) ; Průša, Bohumil (referee)
The thesis analyses the factors of customer decision-making process by choosing a freight forwarder in the Czech Republic market. While applying factors by other relevant research studies dealing with the decision-making process of customers in non-European countries, the research examines factors characteristic for the Czech customers. Questionnaires and in-depth interviews as research methods are applied. Within the research, a new service quality instrument TARRQUAL was developed. The TARRQUAL was proved on a survey including 250 customers of freight forwarder Kühne+Nagel Czech Republic. As service quality measurement, TARRQUAL is supposed to be applied particularly in logistics business field. The project aims at providing input for empirical research in the field of service quality in container shipping, which is lacking in the Central and East European countries.
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