**6.1 Quality of service**

In logistics, quality of service is not about responding to emails or calls anymore. The quality of service pertains to such areas as expertise in providing relevant services, ability to work with one point of contact, meeting unique customer requirements, dependability and assurance of the international shipping service, flexibility and ability to provide a wide range of services, and meeting deadlines. Quality of service is about supporting customers to gain a competitive edge against their competitors by using innovative systems, utilizing big data, and advising on the market conditions and logistics trends. Huang et al. (2019) explore some practical business solutions to enhance customer service level of the international freight forwarders. Providing high-quality service is a key objective in this business sector to enhance customer satisfaction since competition is extremely critical.
