Logistics Operations of Customs Brokerage Firms in Sta. Clara, Batangas: Basis for Business Strategy

Abstract

This study examined the logistics operations of Customs Brokerage Firms in Brgy. Sta. Clara to check the efficiency and service quality from the perspectives of Customs Brokerage Employees and Customs Brokerage Clients. The study employed a quantitative research design to analyze the ServQual dimensions such as Reliability, Responsiveness, Assurance, Empathy and the Delivery of Service factors such as Service Quality, Timeliness and Cost of Service  from the Customs Brokerage employees and clients. Results revealed that most people rated operations as “Very Efficient” to “Excellent” with Assurance and Reliability earning the highest scores and it shows that the company has good compliance practices and technical skills. The results from ANOVA revealed that there were no significant differences in the perceptions of employees and clients when grouped according to their respective profiles, implying consistent service performance across respondent categories. Overall, the findings demonstrated that customs brokerage firms in Sta. Clara, Batangas operated effectively and maintained satisfactory logistics performance. The study concluded that further enhancements in digitalization, communication systems, and continuous skills development are necessary to strengthen competitiveness and sustain client satisfaction. Based on these findings, the study recommended the adoption of technology-enabled solutions, structured training programs, and process optimization strategies as a basis for improving logistics operations and supporting long-term business growth.