||The coverage of service areas of freight forwarders spread over the world in the global transportation industry. Because of homogeneity of services and low entry barriers, undoubtedly the forwarders industry is highly competitive. When Taiwan was approved to join the WTO in 2002, the government granted foreign forwarders the right to set up their subsidiaries in Taiwan. Ever since then, local freight forwarders have increasingly seen eroded market shares and fierce competition.|
The thesis chooses the C freight forwarder, serving mostly companies in the iron and steel industry. The methodology of AHP questionnaires was implemented, and 7 copies were collected from those iron and steel customers of C Company.
From the data analysis, the conclusions are as follows.
Among the five constructs about how the steel customers choose the forwarder through the pairwise comparison, the most important one is “relationships and credits.” and the second one is “shipping space and financial ability.” In fact, the forwarder which provides lower freight charges doesn’t necessarily get the order. Specifically, maintaining stable long-term relationship with customers plays an important role. On the other hand, in the high competition of the forwarders, one cannot stand out from another simply by lowering freight charge or handle fees. Comparies should meet industry standards in terms of professions of sales agents and shipping time first, and strive to keep better relationships with customers. The predominant freight forwarders with better CRM ability can anticipate the trends of customers’ demand, meanwhile they will build up the competitive advantages from the peer group.