A Study on the Influence of International Freight Forwarder's Service Quality on Customer Satisfaction and
Kim, Hyeon Ju
Department of Port Logistics
Graduate School of Marine Finance & Logistics
Korea Maritime and Ocean University
Due to the rapid growth of secondary industries as
manufacturing and construction business South Korea's economy has been growing at an incredible rate. The Free Trade Agreement between countries of various economic levels has actively made because of relocation overseas the manufacturing plant to save the cost and the industrial structure change since the 2000s.
The Logistics industry played subordinate role in manufacturing industry in the past, but it is becoming an independent future growth industry through enhanced international competitiveness by cutting costs.
As a member of the international logistics industry, International Freight Forwarder is acting as the supplier of the logistics services to consignee/consignor along with they function the user of logistics service to the carriers / transport company to fill space of vessel or flight
The purpose of this study is to analyze how freight forwarders may find a way to remain competitive within the context of logistical subjects and to investigate the relationships between freight forwarder service quality, customer satisfaction and repurchase intension.
In summary, the empirical results of this study are as follows:
1) There are discrepancies between the 5 components of service quality ( “Reliability”, “Responsiveness”, “Assurance”, “Empathy”, “Tangibles”) in the use of SERVPERF scales as individual analysis tools in analyzing Freight forwarder service quality. Thus, the further development of more appropriate measurement tools for analyzing the characteristics of Freight forwarder servicing is required in the future.
2) Among the 5 components of service quality, the correlations of customer satisfaction with “Tangibles”, Reliability”, “Assurance” and “Empathy” are found to be positive. However, the correlation of customer satisfaction with "Responsiveness" is found to be negative.
3) Among the 5 components of service quality, the correlations of repurchase intension with “Empathy” is found to be positive. However, the correlations of repurchase with “Tangibles”, “Reliability”, “Responsiveness”, “Assurance” and are found to be negative.
4) The correlation of customer satisfaction with repurchase intension is found to be positive.
This research as its focus had analyzed the manufacturer & trading company as customers of freight forwarder services, however in future research, individually differentiated comparative analyses of perceived service quality on other freight forwarders mutually using the freight forwarder service as well as the manufacturer & trading company will be necessary.