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EEO. 2021; 20(5): 7114-7119

The impact of strategic process, information sharing service obtained and service expectation on supply chain performance in freight forwarding industry of Pakistan

Atif Aziz, Aqeel Israr,Dr.Abdul Samad Dahri, Adnan Anwar, Muhammad Uzair Asif.


The main purpose of research is to evaluate the customers satisfaction level of users of third-party logistics in Pakistani Market. The researchers have used the framework model to investigate the basic drivers of satisfaction and also the main areas that are used to identify the main condition for better services offered. The researchers have developed that Third-party logistics services as a business dynamic is gaining importance across the globe. Moreover, it is at the initial stage in Pakistan where firms are hardly using it as a competitive weapon. However, some multinational firms and domestics firms trying their level best to establish in this new and dynamic industry. The research focuses on the present usage of third-party logistics service providers that why companies are more relying on outsourcing, and are companies satisfied by using the third-party logistics services. The study also tried to identify that have businesses get positive impact by using the third-party logistics services. The research includes a comprehensive review of literature for the identification of third-party logistics services. Questionnaires were circulated to collect data from the third-party logistics services customers in Pakistan. In this model we studied the most preferred driver of satisfaction level. Findings indicated that how firms have increased their performance and reduced cost by using the third-party logistics services and how they are overcoming this critical issue. The gap between supply chain performance and service expected from the third-party logistics firms indicated unsatisfied customers. Therefore, it is recommended that third-party logistics providing firms should focus on the area of outsourcing to improve the business performance and lasting relationship between the businesses.

Key words: Satisfaction level, User’s satisfaction, TPL service provider, Supply chain Performance measure

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