Theoretical Basis for Assessing the Quality of Freight Forwarding Services of the Terminal

Abstract

The assessment of the quality of freight forwarding activities of the terminals is difficult due to the lack of a clear definition of the category of “service” as the product of a terminal. For this reason, differences between the concepts of “product” and “service” are revealed. To quantify the quality of the terminal freight forwarding services, the content of its elements is specified: product quality, labor quality or work quality and a method for constructing an overall indicator of the quality of work of the terminal.