Resumo

GIL SAURA, Irene; BERENGUER CONTRI, Gloria; RUIZ MOLINA, María Eugenia  e  OSPINA PINZON, Santiago. QUALITY AND PERCEIVED VALUE IN THE TRANSPORT OF GOODS IN SPAIN AND ITS IMPORTANCE FOR CUSTOMER SEGMENTATION. Innovar [online]. 2015, vol.25, n.58, pp.105-123. ISSN 0121-5051.  https://doi.org/10.15446/innovar.v25n58.52436.

In the academic study of logistics activities and, specifically, the transport of goods, the influence of service quality in the processes of generating and perceiving value has been largely mentioned, as well as the importance of these two constructs in the process of evaluation of the service in this particular context. This work aims to identify and characterize segments of companies that provide management services for international freight (freight forwarders), on the basis of the value perceived for the service received from their main suppliers. By carrying out an exploratory factor analysis on a sample of 205 freight-forwarding companies in Spain, a multi-dimensionally structured proposal is presented for the quality of service. From the application of Categorical Principal Components Analysis (CATPCA), the relation between the identified segments and the different variables and dimensions of quality that were identified are observed, concluding that there is a direct and positive connection between value and quality of service.

Palavras-chave : Perceived value; quality of service; transport of goods; CATPCA.

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