Abstract:
Despite bringing enormous profit to the company as well as the development of the country, freight
forwarding is still considered as a developing field in Sri Lanka. Freight forwarders usually work with
agents, forwarders, small or medium size manufacturers, therefore, having a close customer relationship
is a vital role which could sustain the freight forwarding industry competitive.
This study investigates the determinants of customer satisfaction in freight forwarding companies in Sri
Lanka. Primary data was collected by means of an online questionnaire from freight forwarders in the
Western province of Sri Lanka and overall 258 valid questionnaires were used for the analysis. Besides,
an auxiliary analysis was carried out using 19 potential influential factors which derived eight factors to
determine the overall customer satisfaction which titled as reliability, responsiveness, communication
and documentation accuracy, assurance, empathy, branding, technology, efficiency and trust. Hence in a
situation where the growth rate for the logistics industry is drastically increasing, this thesis is important
for further improvement of customer relationship in freight forwarding companies in Sri Lanka.
