Service quality evaluation for international freight forwarder

Due to the growing challenge from the foreign freight forwarders, the international freight forwarder (IFF) industry in China is experiencing a severe test. In order to remain competitive and customer loyalty, service quality and customer satisfaction increasingly have become the key to success in IFF business. This paper provided a system of quality evaluation for freight forwarding service (FFS) developed from SERVQUAL, which was composed of 5 dimensions and 17 items. And then the customers' perceived quality of the FFS they received was measured using by fuzzy comprehensive appraisal. Moreover, customer satisfaction index was used to discover and analyze the key factors of customer satisfaction. Additionally, an example was shown to illustrate above evaluation system and operation process.