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Service quality evaluation of international freight forwarders: an empirical research in East Asia

Author

Listed:
  • Sheng Teng Huang

    (National Taiwan Ocean University)

  • Emrah Bulut

    (Yildiz Technical University)

  • Okan Duru

    (Nanyang Technological University)

Abstract

The purpose of this paper is to improve service quality of international freight forwarders and explore practical business solutions to enhance customer service level. Freight forwarder usually acts as an agent to source logistics service for shipper and work closely with carriers such as shipping line and airline companies. This business is characterized by lower capital investment and entry barrier comparing with carriers, and most of their major customers are small or medium size manufactures or traders. Providing high quality service to enhance customer satisfaction is the key mission since competition is extremely severe. This paper empirically investigates the leading freight forwarders to find important customer requirements in East Asian region such as Japan, Korea and Taiwan. Furthermore, the feature of the study by using quality function deployment approach would not only identify key technical measures but also explore meaningful business solutions as direction of quality improvement. The finding reveals key customer requirements are cheaper agency fees, door to door ability and instant response, and the key technical measures are customer relationship management, overall information system, service point and network. We would further discuss the empirical result and conclude managerial meaning for decision makers.

Suggested Citation

  • Sheng Teng Huang & Emrah Bulut & Okan Duru, 2019. "Service quality evaluation of international freight forwarders: an empirical research in East Asia," Journal of Shipping and Trade, Springer, vol. 4(1), pages 1-16, December.
    • Handle: RePEc:spr:josatr:v:4:y:2019:i:1:d:10.1186_s41072-019-0053-6
    DOI: 10.1186/s41072-019-0053-6
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    References listed on IDEAS

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    1. Y H Yang & Y V Hui & L C Leung & G Chen, 2010. "An analytic network process approach to the selection of logistics service providers for air cargo," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 61(9), pages 1365-1376, September.
    2. Okan Duru & Sheng Huang & Emrah Bulut & Shigeru Yoshida, 2013. "Multi-layer quality function deployment (QFD) approach for improving the compromised quality satisfaction under the agency problem: A 3D QFD design for the asset selection problem in the shipping indu," Quality & Quantity: International Journal of Methodology, Springer, vol. 47(4), pages 2259-2280, June.
    3. Bock, Stefan, 2010. "Real-time control of freight forwarder transportation networks by integrating multimodal transport chains," European Journal of Operational Research, Elsevier, vol. 200(3), pages 733-746, February.
    4. Chang, Da-Yong, 1996. "Applications of the extent analysis method on fuzzy AHP," European Journal of Operational Research, Elsevier, vol. 95(3), pages 649-655, December.
    5. Tongzon, Jose L., 2009. "Port choice and freight forwarders," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 45(1), pages 186-195, January.
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    Cited by:

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    2. Małgorzata Kędzior-Laskowska, 2020. "Polish road freight transport and process of internationalisation – selected effects for quality and competitiveness," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 7(3), pages 2481-2493, March.
    3. Guerrero, David & Thill, Jean-Claude, 2021. "Challenging the shipper's location problem in port studies: An analysis of French AOC wine shipments to the US," Journal of Transport Geography, Elsevier, vol. 91(C).
    4. Jayasinghe, J, H. E. & Dilara, W. M. T. & Rodrigo, M. Y. N. & Jayasekara, J. W. C. D & Ilangasekara, A. S. P. & Ilangasekara, S. D., 2021. "Evaluating Dimensions of Customer Loyalty in B2C Market of Freight Forwarding Firms in Sri Lanka," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 5(12), pages 881-891, December.

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