Customs Clearing Agents Forwarders Satisfaction On Ethiopian Cargo Services

Customer satisfaction has become a key intermediary objective in service operations due to the benefits it brings to organizations. Moreover the importance of customer satisfaction is derived from the generally accepted philosophy that for a business to be successful and profitable, it must satisfy customers. In this research undertaking Custom Clearing Agents and Forwarders satisfaction on Ethiopian Cargo Services is assessed. 133 CCAs & FWs have participated in the study. Data was collected using a reliable questionnaire developed for the purpose. Data analysis was done using descriptive statistics, chi-square and ordinal regression using SPSS (statistical package for social sciences, version 20) as a statistical tool. The overall satisfaction score of the organization was found to be 61%; with highest score on the queuing system at export counter (75.6%) and lowest on the claim process for damage, pilferage or loss (36.8%)

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