Reading: Determinants of Customer Satisfaction in Freight Forwarding Companies in Sri Lanka

Download

A- A+
Alt. Display

Articles

Determinants of Customer Satisfaction in Freight Forwarding Companies in Sri Lanka

Authors:

A. A. C. N. Dias,

Colombo International Nautical & Engineering College (CINEC), Colombo, LK
About A. A. C. N.
Faculty of Management, Humanities and Social Sciences
X close

D. G. N. D. Jayarathna ,

Colombo International Nautical & Engineering College (CINEC), Colombo, LK
About D. G. N. D.
Faculty of Management, Humanities and Social Sciences
X close

P. W. G. Madhushani

Colombo International Nautical & Engineering College (CINEC), Colombo, LK
About P. W. G.
Faculty of Management, Humanities and Social Sciences
X close

Abstract

Despite bringing enormous profit to the company as well as the development of the country, freight forwarding is still considered as a developing field in Sri Lanka. Freight forwarders usually work with agents, forwarders, small or medium size manufacturers, therefore, having a close customer relationship is a vital role which could sustain the freight forwarding industry competitive.

 

This study investigates the determinants of customer satisfaction in freight forwarding companies in Sri Lanka. Primary data was collected by means of an online questionnaire from freight forwarders in the Western province of Sri Lanka and overall 258 valid questionnaires were used for the analysis. Besides, an auxiliary analysis was carried out using 19 potential influential factors which derived eight factors to determine the overall customer satisfaction which titled as reliability, responsiveness, communication and documentation accuracy, assurance, empathy, branding, technology, efficiency and trust. Hence in a situation where the growth rate for the logistics industry is drastically increasing, this thesis is important for further improvement of customer relationship in freight forwarding companies in Sri Lanka.
How to Cite: Dias, A.A.C.N., Jayarathna, D.G.N.D. and Madhushani, P.W.G., 2018. Determinants of Customer Satisfaction in Freight Forwarding Companies in Sri Lanka. International Journal of Multidisciplinary Studies, 5(2), pp.84–91. DOI: http://doi.org/10.4038/ijms.v5i2.102
Published on 23 Dec 2018.
Peer Reviewed

Downloads

  • PDF (EN)

    comments powered by Disqus