| Summary: | 碩士 === 世新大學 === 企業管理研究所(含碩專班) === 106 === Under the globalization of international trade and global division of labor in manufac-turing industry, Cross-border international logistics services play a key role in success. The cross-border logistics system is a complex system from supply end to consumption end. With the development of international trade, the demand for service quality of international logistics is increasing. The traditional FOB and CIF-based terms of trade has gradually changed to Ex-work, DDP and LDP. These will change the original in a simple intermedi-ary service industry of international freight enterprises into a need for professional knowledge of international logistics enterprises. An empirical study was conducted to inves-tigate the service quality and operations performance in a company. The first gap in quality of service PZB model, that was most important basic gap, customer satisfaction, was ex-plored. A case study method was performed, where the company, Shanghai Lianshuo Logis-tics Co. Ltd. which has been established in Shanghai for 15 years of small and medium-sized international freight forwarding enterprises, was chosen as the research target. An in-depth interview was adopted to perform the case study. The interview objects and content were selected from the customer groups of the case to understand their needs and the nature of service quality expectations for international freight forwarders. The finding indicates that customer service experience directly affected the quality of business performance. Lianshuo Logistics Co. should not only to obtain customer satisfaction but also to obtain customer loyalty. Therefore, from the customer service point of view, it is important how to produce customer satisfaction so as to establish a long-term relationship and achieve sustainable profits
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