Abstract:

Nowadays, the use of external resources for logistics activities that are outside of their basic capabilities has led to innovation in the logistics field. As the interest in logistics increased, the number of third party logistics companies that operate as a service provider in the logistics sector has also increased. The purpose of the study is to determine the satisfaction of customers serving Freight Forwarder using external resources in their logistics activities. For this purpose, the customer satisfaction criteria in Freight Forwarder enterprises are determined by the structured conversation method on the Freight Forwarder customers located in the central Istanbul province. The study concluded that Freight Forwarder’s customers were generally satisfied with the service they received. The criterion that customers are very pleased is the criterion of “providing a cost advantage”, while the criterion that they are very dissatisfied is the criterion that “Freight Forwarder is not able to provide employees and subcontractors with the necessary competence and business discipline in terms of partnership”.

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