Abstract
Freight forwarding contributes to international trade and is a vital link in the business-to-business value chain. Air and sea transportation users connect manufacturers (exporters) to customers (importers) or the final consumption point. While ports are a critical link in this value chain, their role extends to advancing global trade, increased economic activity, and national wealth creation. How freight forwarders and other port users perceive a port, its performance, the value it creates, and overall efficiency in handling freight could influence their port choice. The Durban Container Terminal (DCT) was perceived as the best seaport on the continent in 2013 and has since dropped to the last position on the global Container Port Performance Index, ranking 351 ports worldwide. This ranking was based on perceptions of poor customer orientation and service quality. The perceived inefficiency translates into higher handling costs, more expensive storage, and delivery delays for the stakeholders. However, the Durban port remains somewhat strategically situated and is the busiest container terminal in sub-Saharan Africa, handling most containers entering and leaving South Africa. The DCT' 's ability to reposition itself to meet the basic expectations of its users will not only make it attractive but also boost its competitiveness. This study is interested in uncovering the perceptions of these users.