Service Quality of Freight Forwarders

This book particularly explores the service quality of freight forwarders in Chennai. It tries to capture the 360-degree perspective of the shipper on the services rendered by the freight forwarder taking into consideration the factors such as service quality service failure and service recovery. The SERVQUAL model has been used to measure service quality. Also service quality gaps have been identified to enable the freight forwarders to understand their drawbacks which would make them more aware of the service deficiencies. The book emphasizes the importance of service recovery in freight forwarding firms in regaining the loyalty of the shipper.