OPERATIONAL BOTTLENECKS AND SERVICE QUALITY IMPROVEMENT IN SEA FREIGHT FORWARDING OPERATIONS:A CASE STUDY ON VIA FLY LOGISTICS

Sea freight forwarding has become one of the most important support activities in global trade and supply chain management. Businesses today rely heavily on logistics companies to move goods safely and ensure timely delivery across international markets. Even though freight forwarding companies use advanced systems and structured processes, they still experience several operational difficulties that affect both performance and service quality. Problems such as shipment delays, customs clearance complications, incorrect documentation, poor communication, and congestion at ports often create disruptions in freight operations. This study focuses on the operational challenges faced by VIA FLY LOGISTICS in its sea freight forwarding activities and examines how these challenges influence customer service and operational performance. The research was carried out using responses collected from 75 employees working in different departments including operations, documentation, shipment coordination, and customer support. The findings of the study reveal that delays in vessel booking, customs procedures, and documentation handling are among the most common factors responsible for disruptions in shipment schedules. The research also highlights that better coordination between departments, effective communication, real-time shipment tracking, and the use of digital logistics systems help improve workflow efficiency and service reliability. The statistical analysis clearly shows that operational delays negatively impact customer satisfaction levels. At the same time, strong teamwork and proper coordination between departments contribute positively toward timely shipment movement and improved service quality. The study concludes that improving sea freight forwarding operations requires more than just advanced technology. Continuous process improvement, employee involvement, communication, and teamwork are equally important for reducing operational bottlenecks and improving customer experience. By improving operational efficiency and maintaining better service standards, freight forwarding companies can strengthen customer trust and achieve long-term business growth.