Research On Evaluation Of Service Quality Of International Freight Forwarding Agent

With reform and opening up for the past thirty years, China opens its door to the world.Its international trade sustains rapid and stable development, especially after China joinedWTO. As the result, the international freight forwarding agent (IFFA) comes up andbecomes more and more energetic. Although IFFA is not relatively new, its importance is noquestion. For the past few years, Chinese IFFA is increasingly market-oriented, open, fairand diverse. Due to policy support and burgeoning business, the number of foreign IFFA inChina is increasing as well as their market share. Many of them make great profits in theform of sole proprietorship, partnership or affiliation. For now, Chinese IFFA is far behindcomparing the personnel quality and service quality. IFFA is attracting attention in China butits study is less developed, which is in the early stage of accumulating practical experiencesand introducing foreign theories. The study on the IFFA evaluation system is even less.Based on that, the paper focuses on international and domestic IFFA service quality. Itanalyzes the elements of IFFA evaluation system and creates its own evaluation system forIFFA service quality. From the perspectives of performance, process and ability, the systemuses analytic hierarchy process（AHP）to analyze IFFA service quality and proposes severalsuggestions for improving IFFA service quality. With reference to viewpoints andexperiences of others, the paper creates customer-centered evaluation system for IFFAservice quality. The system focuses on evaluating the performance of IFFA and pays moreattention to the service process and the ability of realizing services. For these outcomes, thepaper can help to solve practical problems of IFFA service quality and has certainsignificance for the management of IFFA service quality.