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September 28, 2025PomorstvoOpen Access

Evaluating Customer Satisfaction with Clearing and Forwarding Agents

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Authors

AAAhmed AlsalfitiTNTheo Notteboom

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Overview

Quantitative analysis reveals service quality dimensions significantly affect customer satisfaction, highlighting implications for C&F agents.

Key Points

  • Service quality dimensions significantly influence customer satisfaction with clearing and forwarding agents.
  • Tangibles emerged as the most influential factor on customer satisfaction, followed by empathy and reliability.
  • The study utilized survey data from 397 customers to analyze the relationship between service quality and satisfaction.
  • Findings provide industry insights for enhancing service quality and maintaining competitiveness across C&F services.

Cite This Study

Alsalfiti et al. (2025) studied this question.

synapsesocial.com/papers/68d9051b41e1c178a14f4f8ehttps://doi.org/10.31217/p.39.2.13
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