Development of a Program to Increase Customer`s Loyalty of Logistic Services on the Example of the Company "SDEK"

Today’s competitive environment exposes companies to struggle for market share and focus on concepts that provide them a significant progress in the market dynamics. Brand loyalty is one of the fundamental concepts in strategic marketing due to the fact that current customers and potential customers are the essential key to success in every company. Implementation of improvement programs in logistics is not the exception whereas logistic services are crucial and demanded for people. The aim of this work is to analyze the quality of logistic services by customers’ satisfaction and their loyalty to that company with the purpose of making analysis and develop some programs for enhancing customers’ loyalty. This study will be based on one Russian logistics company called “CDEK” and the bases for analysis will be the observation of theoretical aspects, questionnaire based on personal survey that will be conducted to some customers and the analysis of company’s feedbacks. The study is consisted of theoretical observation and practical analysis based on whole provided empirical base and work will illustrate the key factors that force clients for re-purchasing the logistic services by keeping them loyal to it. Therefore, this study will be substantial for customer-oriented logistic companies that have an accountability for providing appropriate services to its clients.