The relationship between the functions and tasks of a freight forwarder and the quality of transport services in the contemporary Polish market

The aim of the study was to identify the mechanisms of contemporary freight forwarding as an integral part of modern supply chains and to diagnose key problem areas, along with indicating potential solutions that may enhance the transparency, stability, and efficiency of the transport market. The analysis focused on the operations of freight forwarders acting as brokers and on how this practice affects service quality, relationships with subcontractors, and customer satisfaction. The hypothesis adopted in the study assumed that forwarders are increasingly operating solely as intermediaries, reassigning transport orders without direct involvement in the carriage process, thereby contributing to a decline in service quality. The research included a legal framework analysis as well as empirical studies consisting of expert interviews and a survey. The findings confirmed a growing trend in which freight forwarders increasingly act solely as intermediaries. This phenomenon leads to a loss of control over service quality, a distortion of operational efficiency, and a decline in market competitiveness. The main problems identified include decreasing service quality, rising operating costs, financial liquidity issues, and a weak payment culture. The study also revealed differences in how the role of the freight forwarder is perceived: younger employees tend to focus on operational aspects, while more experienced staff emphasize the forwarder’s responsibility towards the client.

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