THE FACTORS INFLUENCING THE CUSTOMER SERVICES COMPETENCIES: AIR FREIGHT FORWARDER COMPANY

Abstract

This study aimed to 1) examine the levels of leadership factors and organizational values and culture influencing the competencies of customer service officers in international air freight forwarding companies and 2) investigate the factors affecting their competencies. This study employed a quantitative research. The sample comprised 178 customer service officers employed by international air freight forwarding companies, selected through convenience sampling. Data were collected using a structured questionnaire and analyzed using descriptive statistics and multiple linear regression analysis. The findings revealed that six independent variables, namely team management (X₁), influence and inspiration (X₂), analytical thinking and decision - making (X₃), adaptability and change (X₄), organizational values and beliefs (X₅), and creativity and achievement orientation (X₆), jointly explained 52.00% of the variance in employee competency (R² = .520), with an adjusted explanatory power of 50.30% (Adjusted R² = .503). The regression model was statistically significant (F = 30.87, p < .001). The results further indicated that team management, influence and inspiration, and creativity and achievement orientation exerted significant positive effects on employee competency. In contrast, analytical thinking and decision - making, as well as organizational values and beliefs, demonstrated significant negative effects. Adaptability and change showed no statistically significant effect on employee competency. The resulting regression equation was: Y = 1.249 + 0.576 (X₁) + 0.088 (X₂) - 0.170 (X₃) + 0.087 (X₄) - 0.115 (X₅) + 0.209 (X₆). The findings suggest that strengthening leadership capabilities, particularly in team management and inspirational leadership, together with fostering an organizational culture that promotes creativity and achievement orientation, can substantially enhance employee competency. The study provides empirical evidence that can support organizational policy formulation and human resource development strategies aimed at improving employee performance and service quality within the international air freight industry. Furthermore, the findings contribute to the literature on leadership, organizational culture, and employee competency by highlighting the contextual influence of organizational factors within the highly dynamic and service - oriented air logistics sector