The Executives

Abstract

Logistics service quality (LSQ) is becoming increasingly crucial. In recent years, there has been an upsurge in the number of research on logistics service quality. The study looked at how consumers and workers of global freight-forwarding and logistics organizations felt about logistics service quality (LSQ) based on their demographic profile. The study employed a descriptive survey approach using a questionnaire. Respondents of the study are the one hundred five (105) customers of global freight-forwarding companies in Paranaque City and one hundred forty-eight (148) employees of the global freight-forwarding companies were the subjects of the study. Saturation sampling was conducted to poll the full population of freight forwarding and logistics service providers. Results showed that age, gender, and job level of the employees of global freight-forwarding companies is not statistically significant on the seven (7) factors of logistics service quality. The findings also implied that information quality is the least priority among the factors as perceived by the employees of global freight-forwarding companies. An improved logistics service quality in freight forwarding business in Paranaque can be achieved by investing to differentials/competitive advantage, specifically to Personnel Contact Quality. This paper represents the basis for further research for empirical studies and can be used as a guideline for quality management practices in freight and forwarding industry.

Keywords: Logistics service quality; global freight forwarding; logistics.