Purpose The service sector is the key driver of a country’s economic growth. The quality of service is more important for the survival of any organization. It is the interactive process by which the organization understands the customer and satisfies their needs. The main purpose of this study is to identify the factors influencing service quality in ocean freight forwarding and to study the association between the factors. Design/methodology/approach This research uses a deductive approach, which understands the theory first and collects the data. A questionnaire is designed to collect the data. The sampling technique used is two-stage sampling. First, the freight forwarders are selected and then the customers, importers and exporters are selected randomly. Likert scales are used to measure quality factors such as tangibility, reliability, responsibility, value, empathy and assurance. The association of factors is empirically evaluated. The SPSS tool is used for the correlation analysis. Findings An extensive review of the literature has been done to study and identify these service quality factors influencing customer satisfaction and loyalty. The result of this extensive literature review revealed that tangibility, responsiveness, reliability, trust, empathy and value are the service quality. It has been proved that there exists a significant association between the service quality factors and is positively related to the customer satisfaction. Originality/value Some studies have examined the freight forwarders’ service quality, but not specifically related to any dimension. This study attempts to bring together the five dimensions of SERVQUAL scale and the value dimension evaluating the cost, freight charges, safety and security criteria in the industry and examines the association between the quality factors and customer satisfaction.

中文翻译：

---

与海洋货运代理服务有关的服务质量因子的实证分析

目的服务业是一国经济增长的主要驱动力。服务质量对于任何组织的生存都更为重要。这是组织了解客户并满足其需求的交互式过程。这项研究的主要目的是找出影响海上货运服务质量的因素，并研究这些因素之间的联系。设计/方法/方法这项研究使用演绎方法，该方法首先了解理论并收集数据。问卷旨在收集数据。使用的采样技术是两阶段采样。首先，选择货运代理，然后随机选择客户，进口商和出口商。李克特量表用于衡量质量因素，例如有形性，可靠性，责任，价值，同理心和保证。根据经验评估因素的关联。SPSS工具用于相关性分析。调查结果对文献进行了广泛的研究，以研究和确定影响客户满意度和忠诚度的这些服务质量因素。大量文献回顾的结果表明，切实，响应，可靠性，信任，同情和价值是服务质量。已经证明，服务质量因素之间存在显着的关联，并且与客户满意度呈正相关。原创性/价值一些研究已经检查了货运代理的服务质量，但与任何方面都没有特别的关系。