Logística em comércio exterior: atributos de satisfação de clientes do transitário de cargas

by Amaral Júnior, Ademar do

Abstract (Summary)
Transitory cargo handlers (freight forwarders) have showed their importance in export and import business, particularly because of the growing volume of such operations in Brazil. In terms of competitiveness, the function of such cargo handlers is considered essential for exporters and or importers because of the requirements set by the foreign markets, which includes swiftness, quality and safety of this type of operation. The main purpose was to identify the satisfaction service attributes that influence the exporters and or importers when they are about to procure transitory cargo handlers. By tracing a parallel line between the theoretical basis and the study actually carried out, a list of attributes was established that could evidence the choices made by the exporters and or importers, upon a sample of 100 companies from the State of Santa Catarina, randomly picked up from the textile, metal-mechanical, furniture, wood and service segments, located in the regions of Itajai Valley, São Bento do Sul, Rio Negrinho and Mafra. For the purposes of this study, the ?Kano Model? was used, also the Importance vs Performance matrix, and the Critical Incident Analysis (CIA) technique of Flanagan (1954) too. The investigation carried out was an exploratory-descriptive one, using a qualitative-quantitative method, and for the data survey a not-disguised structured questionnaire was prepared, containing opened and closed questions. The results make clear that exporters give more value to those attributes connected to performance, reliability and honesty, information swiftness and safety as highly important issues. The conclusions are that the basis for choosing a transitory cargo handler (freight forwarders) by an exporter is the reliability of the staff (Honesty and skills) and their capability of quick response to the customers´ demands, also including capability as an instrument for a better negotiation of freight modes. These attributes are the main reasons for Customers´ fidelity to their cargo handlers
This document abstract is also available in Portuguese.
Bibliographical Information:

Advisor:Denise Del Prá Netto Machado; Gérson Tontini; João Carlos Souza

School:Universidade Regional de Blumenau

School Location:Brazil

Source Type:Master's Thesis

Keywords:freight forwarder export and import business satisfaction attributes importance vs performance matrix critical incident analysis


Date of Publication:05/15/2007

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