Role of freight and forwarding company in facilitating the export-import process in Kelantan Malaysia

This case study discusses the role of freight and forwarding companies in facilitating the export import process related to the Malaysian Quarantine and Inspection Service (Maqis) agency under the Ministry of Agriculture and Agrobased Industry in Kelantan, Malaysia. This case study used qualitative interview method to collect descriptive data on freight and forwarding companies and also from Maqis role, problems faced and suggestions for improvement on the smoothness of the import-export process. The findings of this case study showed that the Maqis needs to issue a specific standard to facilitate the process of aligning the work by informing the Standard Operating Procedures (SOPs) to freight and forwarding companies located in Kelantan, particularly those dealing with import export of products from Thailand. This case study can contribute in terms of ideas and suggestions towards continuous improvement either for the Maqis or the freight and forwarding companies. Suggestions for future researchers need to see the effectiveness of the export import process among customers who use Maqis services from aspects of customer satisfaction and service quality.