Customer Satisfaction and Service Quality Towards Aakash Shipping Agencies

This study examines the relationship between customer satisfaction and service quality within the customs brokerage and logistics sector. Using the SERVQUAL model, key dimensions such as reliability, responsiveness, assurance, empathy, and tangibility were assessed through survey-based primary research. Findings indicate moderate customer satisfaction with notable inconsistencies in service delivery, highlighting areas for improvement, particularly in accuracy and personalized attention. Statistical analysis revealed significant correlations between meeting customer expectations and overall satisfaction. The study underscores the critical role of service quality in enhancing operational efficiency, customer retention, and competitiveness in international trade logistics.