IMPROVING FREIGHT FORWARDING PERFORMANCE BY BUILDING COMPETENCIES TO EXECUTE CUSTOMER SERVICE TRANSACTION ELEMENTS

Abstract

This study aims to examine the effect of four customer service competencies on the performance of freight forwarding companies mediated by customer service transaction elements. The four competencies are customer insight skills, freight forwarding management, customer service management, and stakeholder management. The research uses quantitative methods with 6 variable constructs and 35 indicators that have been measured, valid, and reliable. The results showed that the four customer service competencies have a direct positive effect on the performance of freight forwarding companies and provide an indirect influence through the element of customer service transactions. This study recommends that freight forwarders provide more opportunities for customer service to interact with its customers and get sufficient training to be able to carry out the elements of customer service transactions properly. Educational institutions can cooperate with the government in issuing special customer service certifications in the freight forwarding industry. Future research can be directed at customer service with more juniors to get a broader view of the scope of work of customer service freight forwarding services.