Original scientific paper
https://doi.org/10.31217/p.39.2.13
Evaluating Customer Satisfaction with Clearing and Forwarding Agents: A SERVQUAL Approach with Application to Kuwait Shuwaikh Port
Ahmed Alsalfiti
; Department of Transport and Regional Economics, Faculty of Business and Economics, University of Antwerp, Antwerp, Belgium / Antwerp Management School, Antwerp, Belgium
*
Theo Notteboom
; Department of Transport and Regional Economics, Faculty of Business and Economics, University of Antwerp, Antwerp, Belgium / Maritime Institute, Faculty of Law and Criminology, Ghent University, Ghent, Belgium / Faculty of Sciences, Antwerp Maritime Academy, Antwerp, Belgium
* Corresponding author.
Abstract
This study investigated the influence of service quality on customer satisfaction with clearing and forwarding C&F agents using the SERVQUAL model. C&F agents play a crucial role in facilitating the clearance and delivery of goods for businesses, and their service quality is heavily dependent on port operations. This research employs a quantitative approach, using survey data from 397 customers of C&F agents in Kuwait to examine the relationship between service quality dimensions and customer satisfaction. This study analyzes the five SERVQUAL dimensions of tangibles, reliability, responsiveness, assurance, and empathy. Although the correlation analysis shows that all dimensions were statistically significant for customer satisfaction, the regression results reveal that assurance was not significant. Tangibles emerged as the most influential factor, followed by empathy, reliability, and responsiveness. This research contributes to the academic literature and practical industry knowledge by addressing the gap in understanding service quality dynamics in Kuwait’s C&Fsector. The findings provide valuable insights for industry professionals seeking to enhance service quality and improve customer satisfaction. This study focused on Shuwaikh Port, but it establishes a foundation for future research across other ports and suggests the adoption of mixed-method approaches for a more comprehensive analysis. The results offer practical recommendations for improving C&F services and maintaining competitiveness in this vital sector.
Keywords
port service quality (PSQ); service quality; SERVQUAL; clearing and forwarding (C&F) agents; customer satisfaction; Kuwait
Hrčak ID:
335894
URI
Publication date:
26.9.2025.
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