Improving customer services quality at bonded warehouses: The case of Transimex joint stock company

Abstract

In the increasingly developed economy landscape in which logistics and commodity trade activities are becoming more and more prevalent, the service quality at bonded warehouses is an indispensable component to attract potential customers domestically and internationally. For businesses to gain a competitive advantage over other competitors, customer care activities are key to building long-term and beneficial relationships for the growth of the business. This article analyzes the current situation and proposes solutions for bonded warehouse customer care services of Transimex Joint Stock Company which in turn, improves the quality of logistics services. The research method being used is the qualitative method, the case study to analyze secondary data from the market as well as Transimex company. Research results show that the combination of traditional service quality and alternative solutions has helped Transimex bring a new experience to customers in terms of comprehensiveness and modernity. Additionally, the study identifies the potential and opportunities that the bonded warehouse can capitalize on through the act of innovation and the application of new technologies and solutions, as well as the challenges that businesses should be aware of to implement appropriate risk mitigation strategies.