The competitiveness of companies, always with a focus on winning customers and their loyalty, has been steadily increasing, hence measuring their level of satisfaction has become a crucial task for the success and growth of international freight forwarders. They need be able to adjust their activities to the market, and hereby achieving general satisfaction among their customers.
Contrary to what many organizations advocate and stand for, service quality only makes real sense if it is properly analyzed from a customer assessment point of view and not solely and exclusively from the perspective of the company. Customer expectations play a critical role in the way clients experience and evaluate services, therefore quality management in services implies the fact of understanding the effects of providing it in the first place.
For service providers such as international freight forwarders, the approach towards the customer is fundamental in order to realize their needs and expectations, in a way that allows the identification of requirements and attributes they value the most. In this context, it is important that customer feedback integrates an entire learning process, which can lead to effective improvements, both in the quality of the provided service and the service Quality perceived by the Client.