Table 1 Customer requirements in the empirical work
From: Service quality evaluation of international freight forwarders: an empirical research in East Asia
Customer requirements | Description |
|---|---|
1. Instant response | Speed to respond customer’s request |
2. Cheaper agency fee | Offer lower prices for customer. |
3. Global service ability | Ability to provide global and local service |
4. Tailor-made service | Provide service according to the request for individual customer |
5. Door to door ability | Ability to deliver freight to customer’s warehouse or designated location |
6. Schedule reliability | No delay or cancel of delivery service |
7. Consult service | Expert consult to provide supply chain and logistics solution |
8. Excellent reputation | Company has good business records and trustworthy |
9. Stable space supply | Ability to provide the space or handle large delivery |
10. Fast document handling | Speed and easiness of documentation handling |
11. Instant cargo tracking | Provide sophisticated dynamic or on-line tracking |
12. Regular visit | Commercial visit to VIP customer |