Customer Satisfaction: A Study on Factors Influencing in Freight Forwarding Industry

Authors

  • Dr. Gigi G. S., S. K. Balajee, K. Rakesh

Abstract

The research paper titled the Customer Satisfaction: A study on Factor influencing in freight forwarding industry. The objective of the study is to factors influencing customer satisfaction towards the Freight Forwarders. Descriptive research is used in the study as the research design and the sampling method used is convenience sampling. The sample size of the study is 112 and primary data is used. The tools used of the study are mean analysis, frequency analysis, ANOVA and factor analysis. It is found that factors influencing the customer satisfaction of Freight Forwarders are Interaction, Handling equipment, Credit and payment process, Negotiation, Communication needs, Relationship and Quality reduction and variable Frequency of selecting freight forwarder for import is significant with respect to the Customer satisfaction of Freight forwarders. However remaining F-values of the demographic variable are insignificance. It states that there is no difference between the profile of the customers and customer satisfaction of Freight forwarders.

Published

2020-02-29

Issue

Section

Articles