establishing performance standards of ocean freight forwarding services for import at amity logistics co , ltd

TOPIC: ESTABLISHING PERFORMANCE STANDARDS OF OCEAN
FREIGHT FORWARDING SERVICES FOR IMPORT AT AMITY LOGISTICS
CO., LTD.


Contents
CHAPTER 1 LITERATURE REVIEW..........................................................................................3
1.1 Overview of freight forwarding service................................................................................3
1.1.1 Overview of service........................................................................................................3
1.1.2 Overview of freight forwarding service.........................................................................5
1.2 Overview of performance standards in freight forwarding...................................................7
1.2.1 Overview of performance standard................................................................................7
1.2.2

Performance standards in freight forwarding service..............................................11

CHAPTER 2: OVERVIEW OF AMITY LOGISTICS CO., LTD................................................20
2.1

History of formation and development...........................................................................20

2.2

Organizational structure..................................................................................................21

2.3

Functions-Tasks..............................................................................................................22

2.3.1

Functions..................................................................................................................22

2.3.2

Mandates..................................................................................................................23

2.4

Business performance of the Company in the period from 2019 to 2021......................23

CHAPTER 3: ESTABLISHING PERFORMANCE STANDARD OF SEA FREIGHT
FORWARDING SERVICE AT AMITY LOGISTICS CO., LTD...............................................28
3.1

Actual situation of providing sea freight forwarding services at Amity Logistics Co.,

Ltd in the period from 2019 to 2021..........................................................................................28
3.1.1
3.2

Internal factors.........................................................................................................28

Procedures of establishing performance standard of sea freight forwarding service at

Amity 42
3.2.1

Developing questionares..........................................................................................42

3.2.2

Focus-group interview.............................................................................................44

3.2.3

Completing performance standard of sea freight forwarding service at Amity......45



CHAPTER 1 LITERATURE REVIEW
1.1 Overview of freight forwarding service
1.1.1 Overview of service
1.1.1.1 Definition of service
There are different definitions of service. But in general, from these definitions, it
could be concluded that services are products of labor, do not exist in the form of
objects, production and consumption processes occur simultaneously, in order to meet
the needs of production and consumption.
In a broad sense, products and services are a third economic sector belonging to
the national economy. It includes many economic activities outside of the two main
sectors that are agriculture and industry.
However, in a narrow sense, products and services are useful human activities to
bring about products that do not exist in physical form and do not lead to ownership or
transfer of ownership. However, it is still possible to fully and quickly meet the needs of
production and life in society.
Services are economic products including work in the form of physical labor,
management, knowledge, organizational ability and professional skills to serve the
needs of production, business or consumption activities of the customer. individuals and
organizations.
Service is a common concept in marketing and business. Being a “special product”
has many characteristics that are different from other goods such as intangibility,

heterogeneity, inseparability, and non-storability. Therefore, up to now, there is no
complete definition of service. According to Zeithaml and Bitner (2000), “Services are
behaviors, processes and ways of doing a certain job to create value for customers to
satisfy their needs and expectations”
According to Philip Kotler (2005)“a service is any activity or benefit that one
person can provide to another. In which the object provided must be intangible and does
not lead to any ownership of an object. The production of a service may or may not be
tied to a physical product.”


Services play an increasingly important role in the national economy. Service
quality is one of the factors that determine the effectiveness of services as well as the
creation of value contributing to the national economy.
1.1.1.2 Characteristics of service
First, intangibility of a service is reflected in the fact that the service is the
activities performed by the provider, the service does not have the features that attract
customers' senses like other ordinary physical products, they cannot be seen, tasted, felt,
smelled, heard before buying. In other words, potential customers cannot feel the
service before providing it.
Second, services are often produced and consumed at the same time. As for
physical goods, they are produced into products, distributed through many
intermediaries, and then consumed. However, in the case of services, it cannot be
separated from the service provider. As a result, the service provider becomes part of
the service.
Third, the perishability of services is that they cannot be stored for later sale or
use. This is one of the most important characteristics of a service, as it can have a big
impact on a service provider's financial results: In the case of steady demand,
perishability is not a factor. The problem is too big that service providers need to pay
attention. However, in the event of fluctuating demand, service companies may face
difficulties.

Fourth, changeability: Changeability also belongs to the important characteristics
of the service. It refers to the fact that the quality of services can vary greatly, depending
on who provides them and when, where and how. Due to the labor-intensive nature of
services, there is a great deal of variation in the service quality of different providers, or
even by the same provider at different times.
Finally, price the service. Pricing decisions about services are influenced by
perishability, fluctuations in demand, and inseparability. The quality of a service cannot
be carefully standardized. Service pricing depends on demand and competition where
variable pricing can be used.


1.1.2 Overview of freight forwarding service
1.1.2.1 Definition of freight forwarding service
Freight forwarding are activities in the circulation and distribution of goods, an
important step linking production with consumption, the two main sides of the social
reproduction cycle.
Freight forwarders perform the function of bringing products from the place of
production to the place of consumption, completing the second side of distribution
circulation, which is physical distribution, when the first side is the commercial
procedure that has formed.
Forwarding is associated with and parallel with the transportation process.
Through forwarding and forwarding, transportation operations are carried out: gathering
goods, transporting, loading and unloading, storing, conveying, packing, procedures,
documents... With such a broad connotation, so There are many definitions of
forwarding.
According to FIATA's model rule on forwarding services: "Forwarding services
are defined as any type of service relating to the transportation, consolidation, storage,
handling, packing or distribution of goods. as well as consulting services related to the
above services, including customs, financial, insurance, payment, document collection
related to goods”.

According to the 2005 Vietnam Commercial Law, the delivery of goods is a
commercial act, whereby the person providing the freight forwarding service receives
the goods from the sender, organizes the transportation, storage, storage, and carrying
out the following procedures. documents and other related services to deliver the goods
to the consignee as entrusted by the shipper, the carrier or another forwarder.
So basically, freight forwarding is a collection of operations and procedures
related to the transportation process in order to move goods from the place of delivery
(the consignor) to the place of receipt (the consignee). recieve).
Freight forwarding activities are a type of Logistics activities, in which forwarding
activities include the following types:


- By mode of transport, including:
Forwarding by sea: Using ships to transport goods, is the most popular mode of
transport today in international trade.
Air freight forwarding: Is a method of importing and exporting goods using a
means of transport, which is an airplane. Usually used for goods of great value, small
volume, short shelf life or special preservation requirements.
Forwarding and forwarding by road - railway: A form of using land transport
means to transport goods to the land border between two countries.
Multimodal freight forwarding (MTO): A mode of transport that combines many
different means of transport, the purpose is to optimize costs and transportation time.
Pipeline delivery: A method of using a means of transport, which is a pipeline.
Usually used to transport liquid goods such as gas, oil and gas
1.1.2.2 Characteristics of freight forwarding service
- International freight forwarding by sea depends on external factors.
International freight forwarding by sea is the service for transporting import and
export goods from the exporting country to the importing country. As a part of
international freight forwarding, freight forwarding for import and export by sea
depends a lot on external factors such as the preparation of the shipper's export goods. ,

international means of transport of the carrier, commercial law, especially maritime law,
customs of other countries, natural conditions... So in the process of delivering and
receiving goods by sea, it is impossible fully active.
- International freight forwarding by sea is seasonal, directly affected by the import and
export market.
Seasonality is an attribute of the forwarding service because it serves the import
and export process. Only when import and export activities take place strongly will the
international freight forwarding service have the conditions to develop, but import and
export activities are seasonal, sometimes taking place strongly, but there are times when
import and export activities are very seasonal. little movement.


- International freight forwarding by sea depends on the material and technical
foundations and experience and professionalism of the forwarder.
Conducting business in forwarding services must have means of transport, fleets,
means of communication management, means of storing goods to conduct business
related services such as: Consolidation, transportation transportation, loading and
unloading, receiving goods,... The requirements of those services also require the
forwarder to have qualifications, business skills and experience.
1.2 Overview of performance standards in freight forwarding
1.2.1 Overview of performance standard
1.2.1.1 Definition of performance standard
A performance standard is a management-approved expression of the performance
threshold(s), requirement(s), or expectation(s) that must be met to be appraised at a
particular level of performance. A fully successful (or equivalent) standard must be
established for each critical element and included in the employee performance plan. If
other levels of performance are used by the appraisal program, writing standards for
those levels and including tem in the performance plan is not required by is encouraging
so that employees will know what they have to do to meet higher standards.
1.2.1.2 The role of performance standard in service provision/quality management

Services play an increasingly important role in the national economy. Service
quality is one of the factors that determine the effectiveness of services as well as the
creation of value contributing to the national economy.
Service quality is assessed depending on culture, field and industry, so there are
many different definitions. Depending on the research object and research environment,
understanding service quality is the basis for implementing measures to improve and
enhance service quality of enterprises. In the history of development, many service
providers have found their own distinction from the competition and maintained their
customers through the implementation of excellent service quality. Service quality has
become a key marketing tool to differentiate from competitors and promote customer
loyalty. Customers can only evaluate the quality of services after they have purchased


and used them. Therefore, the definition of service quality is often subjective, mainly
based on the attitude, perception and understanding ability of service users. Through the
process of reviewing documents, it was found that there are a number of concepts of
service quality used by many writers.
Service quality is a measure of how well the service delivered to the customer
matches the customer's expectations. Creating a quality service means meeting customer
expectations consistently (Luu Van Nghiem, 2008).
Gronroos (1984) considers service quality to be assessed on two aspects, namely
technical quality (referring to what is served) and functional quality (how they are
served). In his 1998 study, he described perceived service quality as the difference
between expected service quality and perceived service quality.
Parasurman, Zeithaml and Berry (1985, 1988) said that "Service quality is the
expected gap between customers' products and services and their perceptions and
feelings when using that product or service." He explains that the best way to know your
customers' expectations is to identify and understand their expectations. It is necessary
to develop a system that identifies customer expectations, and then to create an effective
service quality strategy. This can be considered as the most general concept, fully

covering the meaning of service when considering service quality from the customer's
point of view, considering the customer as the center.
Although there are many different definitions, in general, service quality includes
the following characteristics:
Superiority: For customers, quality service is service that shows its superiority
"premium" compared to other services. It is this preeminence that makes service quality
a competitive strength of service providers. Evaluation of the superiority of service
quality is greatly influenced by the perception of service recipients, especially in
marketing research and customer satisfaction.
Features: Service quality is the sum total of the most core aspects crystallized in
products and services that create the characteristics of products and services. Therefore,
high-quality service products will contain more "outstanding features" than low-level


service products. This distinction is associated with the identification of outstanding
tangible or intangible attributes of products and services. It is thanks to these
characteristics that customers can identify the service quality of this business compared
to other businesses. However, in reality, the core characteristics of the service are only
relative, so it is difficult to define fully and accurately.
Supplyability:

Service

quality

is

associated

with

the

process

of

performing/delivering services to customers. Service implementation, service style and
service delivery will determine the good or bad service quality. This is an internal factor
that depends on the performance of the service provider. Therefore, in order to improve
service quality, service providers first need to know how to improve this intrinsic factor
to form their own long-term strengths in providing services to customers.
Satisfaction of needs: Services created to meet the needs of customers. Service
quality must necessarily satisfy customer needs and take customer requirements as the
basis to improve service quality. If customers feel that the service does not meet their
needs, they will not be satisfied with the quality of service they receive. In the modern
business environment, service providers must always focus on customer needs and try
their best to meet those needs.
In terms of customer service, "demand satisfaction" includes the meaning of
"supplyability". The reason for this is because service quality starts from the time the
business understands the needs of the customer to the time of service implementation,
but it is in the process of providing service that customers will feel satisfied or not and
from there perceive the quality of service good or bad. If supply has an internal factor,
the satisfaction of demand is influenced by external influences more.
Calculating value creation: Service quality is associated with the values created to
serve customers. It is futile and worthless to provide services that customers consider to
be of poor quality. Businesses create value and customers are the recipients of those
values. Therefore, the consideration of service quality, or more specifically, the value it
brings to customers, depends on the assessment of the customer, not the business.
Customers take the value of services brought and compare them with what they expect

to receive. Therefore, value creation is a fundamental feature and foundation for the
construction and development of service quality of enterprises.
1.2.1.3Characteristics of performance standard
Standards describe the conditions that must exist before the performance can be rated
satisfactory. A performance standard should:


Be realistic, in other words, attainable by any qualified, competent, and fully
trained person who has the authority and resources to achieve the desired result.



Describe the conditions that exist when performance meets expectations.



Be expressed in terms of quantity, quality, time, cost, effect, manner of
performance, or method of doing.



Be measurable, with specified method(s) of gathering performance data and
measuring performance against standards.

1.2.1.4 Type of performance standard
Performance standards should be objective, measurable, realistic, and stated clearly in
writing (or otherwise recorded). The standards should be written in terms of specific
measures that will be used to appraise performance. In order to develop specific

measurers, you must first determine the general measure(s) that are important for each
element. General measures used to measure employee performance include the
following:
 Quality address how well the work is performed and/or how accurate or how
effective the final product is. Quality refers to accuracy, appearance, usefulness, or
effectiveness.
 Quantity addresses how much work is produced. A quantity measure can be
expressed as an error rate, such as number ore percentage of errors allowable per
unit of work, or as a general result to be achieved. When a quality or quantity


standard is set, the Fully Successful standard should be high enough to be
challenging but not so high that it is not really achievable.
 Timeliness addresses how quickly, when or by what date the work is produced. The
most common error made in setting timeliness standards is to allow no margin for
error. As with other standards, timeliness standards should be set realistically in
view of other performance requirements and needs of the organization.
 Cost-Effectiveness addresses dollar savings to the Government or working within a
budget. Standards that address cost-effectiveness should be based on specific
resource levels (money, personnel, or time) that generally can be documented and
measured in agencies' annual fiscal year budgets. Cost-effectiveness standards may
include such aspects of performance as maintaining or reducing unit costs, reducing
the time it takes to produce a product or service, or reducing waste.
1.2.2 Performance standards in freight forwarding service
1.2.2.1 Review of technical measure in freight forwarding service
According to Introna (1991), information technology factors have a direct impact on the
development of logistics services in four stages: enterprise identification, shaping,
integration and support. The author also said that the operation and development of
information technology in logistics activities is complex, but it is an urgent task to
improve the competitiveness of enterprise managers.

Wong and Karia's 2010 study identified components that help logistics companies gain
competitive advantage. Based on the resource theory, through the investigation of the
actual situation of 15 logistics companies (Schenker, Ryder, K + N, FedEx, TNT, UPS,
DHL, Exel, Yamato, Panalpina, Expeditors, Penske, WinCanton, Kintetsu, Nippon
Express), the result is that five components can be combined to increase advantages.
Among them, the most important components that affect the competitiveness of
logistics companies are the progress of science and technology, the application of
information technology and the application of technical measures in production and
operation activities.


Apply information in the logistics process and inform customers in time before any
situation changes. In the research of Ozsomer, Mitri and Cavusgil (1993), Onar and
Polat (2010), Murphy and Daley (1997), the ability to ensure all functions in the supply
chain is necessary before this factor is considered necessary, because most people are
still fully aware of its significance and level. For the current situation of local logistics
industry, most of them still lack Track & Trace, warehouse management and
transshipment application, so that warehouse and transshipment can coordinate
smoothly, effectively control inventory and good goods, and maximize cost. For users,
the first and long-term problem of communication system has become an urgent need..
Teng Huang (2019) emphasized the role of technical measures in measuring the service
quality of logistics companies in the research of constructing the evaluation framework
of transportation service quality of international freight forwarders. Based on this, the
author puts forward 12 standards for evaluating the service quality of freight forwarders
through specific technical measures as follows:
Table 1. 1 Technical measures in the empirical work
Technical Measures

Description

1. the overall information system

Realization of Information Sharing System

2. The program is simple and does not use

It is convenient to handle the requirements of

paper

customers for program documents.

3. Quality manuals and certificates

Clear workflow reflects the company's goals
and details of each work

4. Complete customs formalities

Effectively

handle

customs

clearance

procedures
5. Service Network

It has a network of offices and service centers
covering both domestic and foreign countries

6. Customer Relationship Management

Establish close relationship with customers


7. Information technology applications

Applying new technology to improve freight
transportation efficiency

8. Human resources management

Cultivate

human

resources

with

good

professional qualifications, give full play to the
potential of employees, and contribute to the
creation of value for enterprises.
9. Ability to provide multimodal transport It can provide various modes of transportation
services

to best meet the crane needs of customers.

10. Marketing strategy

Develop effective marketing strategies and
successfully reach different customer groups
from

high-end

customers

to

mainstream

customers
11. Free Additional Services

Provide customers with free market and supply
chain information consultation.

12. Green logistics

Commitment
transportation

to
and

environmentally
low

carbon

friendly
dioxide

emissions into the environment.

1.2.2.2 Analysis of major technical measures in freight forwarding service
 Overall information system
The research on logistics activities in previous chapters reveals the role of information
and logistics information management, aiming at shortening the time and quality of
logistics activity chain. Information in logistics management is the adhesive for managers
to integrate logistics activities in their work. Logistics information provides a basis for
effective logistics planning, implementation and inspection decisions. Without good
information management, logistics managers can't know what customers want, how much
they need to reserve, when to produce and transport … Information helps enterprises to
clearly see logistics activities in a way, so that managers can improve better in the


implementation process. Logistics information system is a part of the whole enterprise
information system, which aims at the specific problems in the process of logistics
decision-making, including the number and scale of logistics facilities network, the
purchase and storage of goods, and the selection of appropriate transportation modes and
transportation units.
Logistics Information System (LIS) is understood as an interactive structure among
people, equipment, methods and processes, which aims to provide appropriate

information for logistics managers to realize effective logistics planning, execution and
control.
LIS helps keep abreast of demand, market and supply fluctuations, and helps managers
proactively plan procurement, delivery, stockpiling, leasing transportation services … to
meet customer requirements at the lowest cost. LIS helps to ensure the flexible use of
logistics resources, make effective logistics plans, and specify the time, space and
operation methods of logistics activity cycle. In the development enterprise, the structural
model of LIS is specialized according to some mainstream activities.
 The program is simple and does not use paper
It is convenient to handle the requirements of customers for program documents. This is
an important factor in improving customer satisfaction when using general services,
especially logistics services..
 Quality Manual and Certificate
Develop and maintain quality manuals to describe the organization's quality management
system, including defining the scope of application, design and original procedures for
design to guide other necessary requirements of the organization.
The quality manual issued by the organization confirms that the organization establishes
and maintains a quality management system in accordance with the ISO 9001: 2015
model, so as to effectively, transparently and legally implement the sequence of
processes, organizations, execution organizations, services and procedures.
The quality manual outlines the organization's administrative organizational structure,
organizational structure and quality management system, and publishes the specific


opinions of management on employees. It uses the requirements of ISO 9001: 2015
standard to effectively guide the necessary processes to meet these requirements when
organizing production and business activities.
The manual is part of the foundation document for the quality management activities of
the Organization and is a tool for relevant agencies and organizations to understand the
implementation of the functions and mandates of the Organization.

 Complete customs formalities
Customs service is the work of service companies to complete customs formalities (also
called customs clearance). You need to use this service for every batch of export goods.
At present, there are two forms of customs service in Vietnam:
Customs declaration: Service units or individuals use letters of introduction to handle
customs declaration procedures on behalf of customers. Service providers do not need to
indicate their personal names on customs documents.
Customs Agent: This form is for the service company only to declare in its name and
with its digital signature, with a copy of the document submitted to the customs.
Usually, the customs service fee of customs agents will be slightly higher, but it is safer
for enterprises. However, customs declaration is still the choice of most customers,
because it is cheaper and can still meet customers' needs.
Customs services will help customers clear customs more quickly. However, not all
shippers need to hire services. Therefore, the effective implementation of customs
procedures for customers is helpful to improve customer satisfaction with the company's
service quality.
 Service network
An enterprise with an extensive network of domestic and foreign offices and service
centers will help to improve customer trust and satisfaction when using services.
 Customer relationship management
Any enterprise that wants to stabilize its business needs customers to maintain its
operations. It is very important to build relationships with customers. They decide on
buying behavior, revenue, profit, and evaluate the success of the business in the market.


Customers are a collection of target groups such as individuals, businesses, organizations
or people who want to buy and are interested in your products and services. On the other
hand, customers are an important factor for the survival of enterprises and a barometer of
brand development.
Customer relationship is the work of interacting, contacting and communicating with

customers. Additionally, manage customer contact, communication and conversations to
understand what customers want and need, increase the chances of closing applications,
and propose appropriate business strategies. Therefore, customer relationship
management activities play an important role in improving the logistics service quality of
enterprises.
 Application of information technology
Experience and lessons of applying information technology in port management and
operation to provide quality services
The use of modern logistics in the logistics industry has been selected by Singapore as a
leading enterprise, which helps to reduce the information-related costs in logistics
operations and improve the efficiency of processing and management. Among them,
Singapore actively pays attention to innovative measures, integrating intelligence and
self-improvement in the field of transformation. Establishing information network,
connecting and sharing resources, bringing fast and efficient databases to the government
and enterprises, signing contracts with hardware infrastructure and improving public
logistics service system are the decisive factors of logistics efficiency in Singapore.
Singapore's logistics system operates in the following ways: Tradexchange;; Trade
network, freight community network, electronic freight network, port network … Since
1989, Singapore has implemented trade network to simplify export and export procedures
and meet the needs of enterprises. Tradenet replaces previous paperwork as a way to
implement a "door and window" system in customs and goods release. At present,
Tradenet has processed about 9 million licenses, reducing the time from 2 days to 10
minutes, and reducing the estimated transaction cost to $2.88 (VCC, 2015).


PSA constantly innovates through self-transformation and the use of intelligent systems
to improve the vitality and competitiveness of customers. Its operation is managed by a
network of 300 advanced servers. The port management and operation information
system has been introduced since 1997 (Quach Thi Ha, 2016) through four systems:
Citos, Boxnet, Portnet and Fast-Connect. HuportNet applications and computer integrated

terminal systems (CITOS) give PSA the advantage of achieving high productivity and
efficiency. Citos was first developed in July 1988 to plan the use of docks, yards,
equipment, electricity and container handling operations. Portnet connects shipping
companies, freight companies, freight companies and government agencies to help them
manage good information and work together to develop complex operational processes,
processing an average of 220 million transactions per NAM13. Boxnet is an electronic
data interchange (EDI) system used to guide trucking companies to pick up/transport
cargo from the port and guide these companies to manage the necessary number of
vehicles to the port and connect to the correct area. FastConnect has the ability to reduce
the time and cost of container transit hub areas. Since the use of FastConnect, the train
dispatching time between two wheels has been reduced from 8 hours to only 2 hours in
the transit area (Quach Thi Ha, 2016). By establishing this system, the quality and realtime service will become Singapore's competitive advantage.
Through the System Software Package, Modern Freight Electronic System (ACES)
Software Package, Express Goods High Payment System (Access) and Electronic
Payment and Customer Management Goods List (EPIC). As a matter of fact, the cargo
handling procedures of Singapore Airport pay great attention to the application of
electronic information procedures in customs, and have achieved many satisfactory
results..
Promoting the application of information in logistics services and the development of
electronic logistics business are important external factors of Singapore's economy,
helping companies deliver products according to customers' needs and provide home
services (Nguyen Quoc Tuan, 2014). E-commerce is gradually becoming the main user of
logistics services, thus supporting the development of e-commerce. Singapore's Global E-


Commerce Service (GeTS) portal was officially launched in May 2017. GETS is a NOI;
that connects foreign enterprises and government agencies; Create favorable conditions
for exchanging deadly trade information with partners all over the world. Customs
procedures and warehouse clearance will ensure speed and efficiency, thus saving the
company time and cost. The results of GETS will increase Singapore's core headquarters

and help maintain Singapore's competitiveness and attractiveness as a global trade and
logistics center.
 Human resource management
It is Nhan Vien's working ability and service style in the service process. In Thompson,
Strickland and Gamble, 2007; Matear and Gray, 1993; Onar and Polat, 2010; Ozsomer,
Mitri and Cavusgil, 1993), identified a factor, namely Chuyen Mon or Chuyen Mon's
impact on quality and performance. Five workers with logistics knowledge in Nanxian
can only provide about 40% of the demand, but this is the main resource that affects the
long-term competitive strategy. Therefore, human resource management is one of the
necessary service standards to improve the service quality of logistics enterprises.
 Marketing strategy
The role of marketing in logistics industry is helpful to effectively solve the problem of
inputting materials, finished products and outputs for enterprises; Optimize the
circulation process of raw materials, goods and services … and improve the
competitiveness of enterprises. It helps to improve management efficiency, reduce costs,
improve competitiveness in the production process, and gain the initiative in distributing
goods. Create benefits for enterprises in production and operation activities in time and
place. Distribute and consume products in today's globalized consumer market.
Help enterprises to make the best plan for storing and transporting goods, and provide
services to customers effectively and quickly. The best condition for the fastest delivery
of goods to the place required by customers is the development of modern information
systems. Thanks to the efficient logistics system, competitive advantage is created by
selling at a lower cost. By providing better and more complete services to customers, the
reputation of enterprises has also been enhanced.


Logistics marketing can reach many markets and consumers from all over the world. The
continuous and efficient operation of logistics chain will bring great benefits to the
economy. The operation of this process is of decisive significance to the competitiveness
of national industry and commerce. The development of good logistics services will

bring about the ability to reduce costs and improve the quality of products and services.
Ensure that the production and operation of other services are guaranteed in time and
quality.
 Free additional service
Logistics enterprises provide customers with supplementary sideline services such as
market and supply chain information consultation, which is helpful to improve customer
satisfaction and promote the decision-making behavior of choosing and hiring
transportation service units. Therefore, this factor is considered necessary to formulate
standards in logistics service standards.
 Green Logistics
According to Zheng Liwen (2005), green logistics is to carry out QL activities for the
purpose of meeting customer needs and social PT goals, connecting green supply and
demand, overcoming space and time barriers, and realizing effective supply of goods
and services. Green logistics limits environmental damage and makes use of the best
logistics resources. Green logistics is a concept, which includes not only green logistics
business, but also the activities of managing, standardizing and controlling green
logistics.
According to Marcus Thiell (2005), commercial activities have a negative impact on
ecosystems, thus pointing out various measures to achieve sustainable development.
The Brundtland Commission defines sustainable PT as a PT that meets current needs
without reducing the availability and quality of resources to meet future human needs.
Companies all over the world are under pressure to carry out green activities in their
value chain generation systems. This pressure comes from the improvement of
consumers' awareness of environmental protection in various countries. Logistics has a
great impact on the environment, especially CO2 emissions from automobiles,