Analysis of Customer Perception on the Core Service Quality of Freight Forwarding Business of Kuehne + Nagel Ltd.: Empirical Evidence from Bangladesh

Author:Md. Zahir Uddin Arif*

Abstract:
This study analyses the customer perception on the service quality of freight forwarding business of Kuehne + Nagel Ltd. In this study, a cause and effect relationship between service quality and financial performance of a freight forwarding company in the context of Kuehne + Nagel Ltd. has also been identified qualitatively. As a result, for the purpose of the study, customer perception on the service quality factors on a Likert scale and financial aspects of the company have been analyzed. This study is exploratory in nature. To measure qualitatively the core service quality of Kuehne + Nagel Ltd. Bangladesh, this study has collected necessary primary information from the existing customers of Kuehne + Nagel Ltd. Bangladesh. However, secondary information have been collected from the company records, annual reports, balance sheets, and income statements to measure the financial performance and to present a qualitative effect of service quality with the financial performance of Kuehne + Nagel Ltd. The study has found out that considering the two factors- service quality and sales volume, service of Kuehne + Nagel Ltd. has no or little significant relationship with financial performance but the provision of high standards of service quality will lead to improve financial performance. This study will certainly be an encouragement for further studies in such areas of study. In addition, the findings and recommendations will contribute to the organizations involved in freight forwarding business as well as academicians, researchers, practitioners and research students of the globe in their respective field of study.

Keywords:Keywords: Service quality, Financial performance, Freight forwarding business, Sea freight, Air freight, KN Login.

DOI:

International Journal of Trade & Commerce (Vol: 4 Issue:1)