Key factors increasing customer perceived value and willingness to pay for express B2B services.

Abstract

The evolution of global trade brought necessity to create new and more efficient transportation means and thus enabled an intense growth of logistics services. Current business opportunities create certain level of competition within the industry and providers are trying to attract the customers in many different ways. This work brings more light on the key aspects that business customers look at while deciding upon their logistics provider of choice. The research brought also more light at the specific tools and mechanisms that have been implemented by one of main logistics providers with worldwide reach – DHL Express. What aspects truly delight the customers of express logistics? How to achieve total customer satisfaction and build loyalty as well as lifetime business relationship? This work explores the topic and highlights the conclusions coming directly from B2B customers from SME branch.