Recent Papers

Freight forwarders manage the movement of products from origin to destination. Freight forwarders connect buyers and sellers by efficiently delivering products. Freight forwarding companies are diver-sifying into fast-growing logistics and reinventing themselves. Ocean freight forwarding service quali-ty variables must be examined to see if perceived service quality is lower than expected. This study investigates the critical factors influencing customer satisfaction in the freight forwarding industry, fo-cusing on Scope Freight Forwarders. The research identifies timeliness, information quality, and order handling as primary determinants of customer satisfaction, analyzing their individual and collective impacts through descriptive and inferential statistical methods. Using a well-structured survey, the study examines the perspectives of 80 respondents, including exporters and small businesses, high-lighting significant associations between service attributes and customer loyalty. Findings reveal that timeliness and order handling strongly correlate with satisfaction, while information quality signifi-cantly enhances service transparency and reliability. Businesses with long-term associations exhibited varying satisfaction levels, emphasizing the need for tailored strategies. Statistical tools like ANOVA, Chi-Square, and regression analysis were employed to confirm hypotheses about these relationships, ensuring robust insights. The results underscore the importance of integrating efficient logistics prac-tices and customer-centric approaches to sustain competitive advantage. Recommendations include optimizing air freight services, enhancing communication strategies, and addressing the specific needs of exporters and long-term clients to foster enduring relationships and improved satisfaction.

Copyright © 2024 Babin Dhas D. This is an open access article distributed under the Creative Commons Attribution License.