Vol. 10, Issue 4, Part C (2024)

Custom house agents are integral to the logistics industry, facilitating international trade by managing complex customs processes for clients. This study assesses their effectiveness in customer interactions, focusing on satisfaction, efficiency, and communication. Employing a mixed-methods approach, qualitative interviews with agents and quantitative surveys with clients provide insights into challenges, strategies, and best practices. Preliminary findings emphasize the importance of communication, transparency, and expertise in shaping customer perceptions. Clients value responsiveness, accuracy, and proactive problem-solving, with technological advancements playing a key role in enhancing efficiency. This research aims to deepen understanding of agent-client dynamics, offering actionable insights to improve customer satisfaction and operational effectiveness for logistics companies and custom house agents. By investigating the effectiveness of custom house agents in customer interactions, this study sheds light on critical factors influencing service quality within the logistics industry. Through qualitative analysis of agent interviews and quantitative surveys of client satisfaction, it reveals the significance of communication, transparency, and expertise. Clients prioritize responsiveness, accuracy, and proactive problem-solving from agents, with technological advancements aiding efficiency. This research aims to inform strategies for enhancing customer satisfaction and operational efficiency, empowering logistics companies and custom house agents to maintain competitiveness in the global marketplace.