Strategie's of Customs and Logistics to Clients through Scenario Planning Approach

The aim of this research is the future study of service quality with SERVQUAL model (1988), which follows with suggesting appropriate strategies to deal with each scenario. This research deals with scenario approach, and a case study was conducted in Shahid Rajaee Customs. This research is clarified as practical, based on its aim and at an exploratory level. In the first phase of this study, to determine the cross-impact balance analysis, sixteen-member of experts were requested to complete the questionnaire. Finally, with Scenario Wizard Software, 79 scenarios identified, out of which eight acceptable scenarios (strong); and three scenarios (optimistic, likely and pessimistic scenarios) were selected. In the second stage five-members of experts which were selected by judgment sampling previously, were selected for formulation measures and policies in the focus groups also (applying target sampling). Finally, 12 strategies for optimistic scenarios, 6 strategies for likely scenarios and 8 scenarios for pessimistic scenarios were suggested by focus group of experts.