Vybrané problémy KEB služeb v e-commerce

This thesis focuses on the problems of KEB services, in the context of the growing importance of Internet commerce and increasing customer demands. The aim is to identify the problems in e-commerce KEB services and suggest recommendations to improve the services offered and increase overall customer satisfaction. The thesis is structured into two main parts: the theoretical part focuses on logistics, KEB services, logistics service providers and freight forwarding; the practical part focuses on the analysis of PPL services and the research itself. The SERVQUAL method was chosen for the research, which assesses customer expectations and perceptions of service quality levels.