Service quality impact on customer degree of satisfaction in the context of international supply chain department at DHL Global Forwarding (Bangladesh) Ltd.

Abstract

DHL Global Forwarding is a division of Deutsche Post DHL, giving air and ocean freight forwarding services. It is the worldwide market pioneer in logistics & freight forwarding. A business-to-business activity, DHL Global Forwarding ventured into the Bangladesh market in 2009. Before opening its undeniable tasks in Bangladesh, it had worked with specialists for a long time. It gives global cargo transportation, warehousing and dissemination, traditions, security and protection alongside green and industry part arrangements. Being an intern in the International Supply Chain division I found the opportunity to take in the exercises and business tasks action of a cargo sending organization and how every office is cooperating to keep the association in parity. Service quality and customer satisfaction – are seen as the major unequivocal factors in keeping up long haul and productive business associations. The two terms are especially fundamental in the present business condition, as the association between the specialist co-op and the client is ordinarily long term. The most noteworthy components in service markets is the help and progression of relationship with the customer. For the relationship to be long haul, a specialist organization needs to outfit an administration as per the customers' wants, inciting the reasonable component of customer satisfaction The task is making astounding services and making customers satisfied in light of the way that fulfillment is crucial for freight forwarding organizations searching for upper hand, since they comprehend that on the off chance that they don't satisfy the wants of the clients, their place will be taken by various associations whose administrations will be progressively centered around client desires. In this way, the study demonstrates the effect of service quality dimensions with the assistance of SERVQUAL model on customer satisfaction with regards to freight forwarding organization.