Abstract: Freight forwarders play a vital role in global logistics by coordinating the movement of goods across international borders. The quality of service they provide directly influences supply chain efficiency, customer satisfaction, and business competitiveness. Key aspects of service quality in freight forwarding include reliability, timeliness, cost-effectiveness, transparency, customer support, and regulatory compliance. Reliable freight forwarders ensure goods are delivered safely and on time, minimizing disruptions and financial losses. Efficient use of technology, such as tracking systems and digital documentation, enhances transparency and communication, allowing clients to monitor their shipments in real time.
Cost-effectiveness is achieved through optimized routing and strong carrier relationships, while excellent customer service ensures tailored logistics solutions and responsive support. Compliance with international trade regulations and effective risk management further add to the quality of service. In an increasingly digital and competitive landscape, freight forwarders that adopt innovative technologies like AI, IoT, and blockchain gain a strategic advantage by improving efficiency and accuracy. Ultimately, high service quality in freight forwarding not only enhances customer satisfaction but also contributes to smoother global trade operations. Continuous improvement and adaptability are essential for freight forwarders to meet evolving market demands and maintain a competitive edge.

Keywords: Reliability, Timeliness, Cost-effectiveness, Transparency & Compliance.

| DOI: 10.17148/IARJSET.2025.125246