A research on choice of freight forwarder enterprises and customer satisfaction in international transportation

With the increase in foreign trade in the world, the safe and fast delivery of the products produced from one point to another has gained an important place in trade. The aim of this study is to examine the service received by the companies that receive service from Freight Forwarder companies in Turkey. In the field of logistics, with the support of freight forwarder companies, a research was conducted on the satisfaction of the customers who received service with the progress of the process. In this context, the reasons for receiving services from Forwarder companies, their duration, satisfaction with the service received, problems and what can be done to improve these services were investigated. In-depth interview method was used by interviewing the company employees from the determined customer group face to face. Qualitative research model was used in the research and open-ended questions were used as data collection tool. In the research, the data were analyzed by content analysis using the MAXQDA program. It has been stated that companies that generally receive services from freight forwarders pay more attention to what they pay attention to. In this way, the reasons for satisfaction or dissatisfaction between freight forwarder employees and customers were determined. As a result of the research, it was concluded that companies that import and export attach great importance to communication with representatives and that their satisfaction from forwarder companies is also related to customer representatives.