Service quality and clients satisfaction of selected freight forwarders in Panabo City

Abstract

The study aimed to determine the relationship between service quality and clients satisfaction among selected freight forwarders in Panabo City. The respondents of the study were the clients of the freight forwarders. The indicators used in assessing the service quality are tangible, reliability, responsiveness, and assurance. The researchers used the quantitative-descriptive correlation design to investigate the relationship between service quality and clients satisfaction. The statistical methods used in this study are weighted mean and Pearson-r. The computed r-value is 0.905 and is associated with a p-value of 0.000, less than 0.05. It implies that the null hypotheis is rejected. The result of the study revealed that the four dimensions of service quality significantly related to the clients’ satisfaction in freight forwarder companies. Furthermore, clients’ satisfaction of the freight forwarder companies is very high. This implies that freight forwarder companies have met the expectations of their clients. Lastly, the study revealed that there is a significant relationship between service quality and client satisfaction among freight forwarders in Panabo City.