IDEAS home Printed from https://ideas.repec.org/a/spr/josatr/v4y2019i1d10.1186_s41072-019-0053-6.html
   My bibliography  Save this article

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
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1186/s41072-019-0053-6
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1186/s41072-019-0053-6?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    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.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Ryszard K. Miler & Marcin J. Kisielewski & Anna Brzozowska & Antonina Kalinichenko, 2020. "Efficiency of Telematics Systems in Management of Operational Activities in Road Transport Enterprises," Energies, MDPI, vol. 13(18), pages 1-21, September.
    2. 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.
    3. 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.
    4. 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).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Tielin Gao & Sanggyun Na & Xiaohan Dang & Yongli Zhang, 2018. "Study of the Competitiveness of Quanzhou Port on the Belt and Road in China Based on a Fuzzy-AHP and ELECTRE III Model," Sustainability, MDPI, vol. 10(4), pages 1-16, April.
    2. Balci, Gökcay & Cetin, Ismail Bilge & Esmer, Soner, 2018. "An evaluation of competition and selection criteria between dry bulk terminals in Izmir," Journal of Transport Geography, Elsevier, vol. 69(C), pages 294-304.
    3. Benyou Jia & Slobodan P. Simonovic & Pingan Zhong & Zhongbo Yu, 2016. "A Multi-Objective Best Compromise Decision Model for Real-Time Flood Mitigation Operations of Multi-Reservoir System," Water Resources Management: An International Journal, Published for the European Water Resources Association (EWRA), Springer;European Water Resources Association (EWRA), vol. 30(10), pages 3363-3387, August.
    4. Pasura Aungkulanon & Walailak Atthirawong & Pongchanun Luangpaiboon & Wirachchaya Chanpuypetch, 2024. "Navigating Supply Chain Resilience: A Hybrid Approach to Agri-Food Supplier Selection," Mathematics, MDPI, vol. 12(10), pages 1-41, May.
    5. Juan Carlos Martín & Veronika Rudchenko & María-Victoria Sánchez-Rebull, 2020. "The Role of Nationality and Hotel Class on Guests’ Satisfaction. A Fuzzy-TOPSIS Approach Applied in Saint Petersburg," Administrative Sciences, MDPI, vol. 10(3), pages 1-24, September.
    6. David Guerrero, 2020. "A global analysis of hinterlands from a European perspective. In: Global Logistics Network Modelling and Policy: Quantification and Analysis for International Freight," Post-Print hal-02551947, HAL.
    7. Sajid Ali & Sang-Moon Lee & Choon-Man Jang, 2017. "Determination of the Most Optimal On-Shore Wind Farm Site Location Using a GIS-MCDM Methodology: Evaluating the Case of South Korea," Energies, MDPI, vol. 10(12), pages 1-22, December.
    8. Li, Shengchao & Cao, Xiaoshu & Liao, Wang & He, Yongquan, 2020. "Factors in the sea ports-of-entry and road ports-of-entry cross-border logistics route choice," Journal of Transport Geography, Elsevier, vol. 84(C).
    9. Choudhary, Devendra & Shankar, Ravi, 2012. "An STEEP-fuzzy AHP-TOPSIS framework for evaluation and selection of thermal power plant location: A case study from India," Energy, Elsevier, vol. 42(1), pages 510-521.
    10. Simone CASCHILI & Francesca MEDDA, 2015. "The Port Attractiveness Index:Application On African Ports," Region et Developpement, Region et Developpement, LEAD, Universite du Sud - Toulon Var, vol. 41, pages 47-82.
    11. de Almeida Rodrigues, Thiago & Maria de Miranda Mota, Caroline & Manuele dos Santos, Inez, 2021. "Determining dry port criteria that support decision making," Research in Transportation Economics, Elsevier, vol. 88(C).
    12. Akoh Fabien Yao & Maxime Sèbe & Laura Recuero Virto & Abdelhak Nassiri & Hervé Dumez, 2024. "The effect of LNG bunkering on port competitiveness using multilevel data analysis [L'effet du soutage par GNL sur la compétitivité des ports à l'aide de l'analyse de données à plusieurs niveaux]," Post-Print hal-04611804, HAL.
    13. Lupo, Toni, 2015. "Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 249-259.
    14. He-Yau Kang & Amy H. I. Lee & Tzu-Ting Huang, 2016. "Project Management for a Wind Turbine Construction by Applying Fuzzy Multiple Objective Linear Programming Models," Energies, MDPI, vol. 9(12), pages 1-15, December.
    15. Steven, Adams B. & Corsi, Thomas M., 2012. "Choosing a port: An analysis of containerized imports into the US," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 48(4), pages 881-895.
    16. Noori, Amir & Bonakdari, Hossein & Salimi, Amir Hossein & Gharabaghi, Bahram, 2021. "A group Multi-Criteria Decision-Making method for water supply choice optimization," Socio-Economic Planning Sciences, Elsevier, vol. 77(C).
    17. Zhi Heng & Tsz Leung Yip, 2018. "Impacts of Kra Canal and its toll structures on tanker traffic," Maritime Policy & Management, Taylor & Francis Journals, vol. 45(1), pages 125-139, January.
    18. Bojan Srdjevic & Yvonilde Medeiros, 2008. "Fuzzy AHP Assessment of Water Management Plans," Water Resources Management: An International Journal, Published for the European Water Resources Association (EWRA), Springer;European Water Resources Association (EWRA), vol. 22(7), pages 877-894, July.
    19. Wang, Ying-Ming & Luo, Ying & Hua, Zhongsheng, 2008. "On the extent analysis method for fuzzy AHP and its applications," European Journal of Operational Research, Elsevier, vol. 186(2), pages 735-747, April.
    20. Al-Adwan, Ahmad Samed & Al-Debei, Mutaz M. & Dwivedi, Yogesh K., 2022. "E-commerce in high uncertainty avoidance cultures: The driving forces of repurchase and word-of-mouth intentions," Technology in Society, Elsevier, vol. 71(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:josatr:v:4:y:2019:i:1:d:10.1186_s41072-019-0053-6. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.