A Study on Service Quality Provided by Freight Forwarders In Import and Export Operations

Freight forwarders play a crucial role in global logistics, impacting supply chain efficiency, customer satisfaction, and business competitiveness. Key service quality aspects include reliability, timeliness, cost-effectiveness, transparency, customer support, and regulatory compliance. Reliable freight forwarders ensure safe, on-time deliveries, minimizing disruptions and financial losses. Technology, such as tracking systems and digital documentation, enhances transparency and real-time communication with clients. Cost-effectiveness is achieved through optimized routing and strong carrier partnerships, while customer service ensures tailored solutions. Compliance with trade regulations and effective risk management further elevate service quality. Forwarders adopting AI, IoT, and blockchain improve efficiency and accuracy, contributing to smoother global trade and maintaining a competitive edge.