Journal of Transportation Management


The service quality literature indicates a variety of gaps between expected and perceived quality, and that service quality is a key determinant of customer satisfaction. As such, the present paper examines international freight forwarders (IFFs) and IFF customers with respect to various services which might be provided by IFFs; the paper also reports on user satisfaction with their IFFs. The study results identified several mismatches between what the forwarders are currently providing and what services the users view as important. In addition, the satisfaction ratings suggest that forwarders’ performance has room for improvement.