An Analysis of Service Quality and Operational Challenges

In today's fast-moving world of global trade, businesses depend on smooth and efficient logistics to stay competitive. Clearance and forwarding (C&F) services are at the heart of this process they make sure goods move safely and quickly across borders through proper documentation, customs clearance, and coordination with transport partners. CHAKIAT Agencies, a well-known name in the shipping and logistics industry, has been playing a key role in handling these operations. While the company has a strong reputation, it faces several challenges that affect service quality - such as customs delays, paperwork issues, limited digital integration, and communication gaps with clients. This study focuses on analysing the service quality and identifying operational challenges in CHAKIAT's clearance and forwarding operations. The goal is to understand what factors affect customer satisfaction and how the company can improve its performance. By exploring issues like timeliness, accuracy, and customer support, this research hopes to suggest practical steps that can help CHAKIAT enhance its efficiency and strengthen client trust.