Abstract:
Supply chains are vulnerable to disruption and volatility during epidemics. For example,
during the COVID–19 outbreak, it is evident that freight forwarding firms experienced a
major decline in business due to market collapse. In such conditions, it was necessary for
businesses to maintain optimal service quality to win the limited market. This study
examines service quality in the freight forwarding sector under epidemic conditions. Service
quality of the freight forwarding sector is attendant on different industries and therefore,
provision of services is volatile amid an epidemic. Improvements in existing processes using
information technology could enhance existing service quality level during an epidemic
condition. Therefore, a key aspect of this study is to identify the gap between expectations
of the service quality and perceptions of quality based on technology usage. This study has
three objectives which are to (1) identify existing procedures when providing freight
forwarding services in Sri Lankan context, (2) identify the global approach to freight
forwarding services and (3) determine the service quality gap between expectations and
perceptions of the Sri Lankan freight forwarding sector in terms of information technology.
For this, SERVQUAL method has been used in differentiating the expectations from
perceptions. This method has been proven in literature reviews by considering the global
freight forwarding sector. Analysis relates to the service quality in Sri Lanka’s freight
forwarding businesses and highlights possible areas for improvement to retain in an
epidemic conditions and maintaining the required levels of service quality. The service
quality gap has been identified by analysing the employee expectations relative to
perceptions of services currently provided in the freight forwarding sector: these indicate
the technology, people management, communications management and organizational
performance-related enhancements that are needed. This paper concludes that shortfalls in
service quality during an epidemic requires freight forwarding companies to focus satisfying
the customer needs using modern technology to complement traditional procedure.
Citation:
Delpachitra, K.G., Ekanayake, E.M.G.W.C.S.B., & Matarage, S.T. (2020). Assessing the service quality gap of freight forwarding sector during an epidemic situation in Sri Lanka [Abstract]. In T.L. Gunaruwan (Ed.), Proceedings of 5th International Conference on Research for Transport and Logistics Industry 2020 (p. 3). Sri Lanka Society of Transport and Logistics. https://slstl.lk/r4tli-2020/