AB „ORLEN Lietuva“ logistinis klientų aptarnavimas /

This Bachelor Thesis is aimed at analysis of the customer services provided by AB ORLEN Lietuva road transport logistics division. The thesis consists of two parts, i.e. theoretical and empirical. First part concentrates on analysis of scientific literature on logistics services, providing brief description of the concept of logisticsas well as presenting and analyzing the pre-transaction, transaction and post-transaction components of logistics services assisting for evaluation of the services provided by the company. Aim of the study was to analyze the logistics services provided to AB ORLEN Lietuva customers. For this purpose the study had three objectives: to analyze theoretical aspects of customer services in logistics; define pre-transaction, transaction and post-transaction components of logistics services; assess logistics services provided to AB ORLEN Lietuva customers by means of customers interviewing and survey. The empirical part of the thesis contains brief description of AB ORLEN Lietuva, and presents the study made by the application of interview methodology. Survey questionnaire has been developed on the basis of the scientific literature analysisby distinguishing customer service components according to the following three criteria: pre-transaction, transaction and post-transaction services. For development of the survey instruments the components of customer services by Christopher (2007) were used as the basis. The survey revealed positive evaluation of the customer services provided by AB ORLEN Lietuva in the area of logistics. The pre-transaction andtransaction elements have been scored the best. However, the company may be more flexible in the areas of application and setting of payment terms, commercial credit limits as well asexercise of faster loading activities. The survey also showed that assessment of customer services in logistics does not depend on the area of activities conducted by the respondents or the ways of products delivery to customers. The concluding part of the thesis provides the findings and recommendations for improvement of the customer services provided by the company in the area of logistics.

Grantor dc:publisher

Institutional Repository of Vilnius University

Year dc:date

2016

Author dc:creator

• Daukšienė, Jelena,

Contributors dc:contributor

• Beniušienė, Ineta

• Logistics ; customer services ; service items.

Statement dc:rights

• info:eu-repo/semantics/openAccess

Language dc:language

lit

Repository record dc:identifier

https://repository.vu.lt/VU:ELABAETD15108054&prefLang=en_US

OAI identifier oai:identifier

oai:vu.lt:elaba:15108054