An evaluation of the service quality priorities of air cargo service providers and customers

World Review of Intermodal Transportation Research

Volumn 1, Issue 1, 2006, Pages 55-68

  Hong, Seock Jin ^a   Jun, Il Soo ^a  

^a SolarLight Ltd   (South Korea)

Author keywords

air cargo providers; air cargo service quality; air forwarder; Cook and Kress model; Data Envelopment Analysis; DEA; SERVQUAL

Indexed keywords

EID: 60449092576     PISSN: 17494729     EISSN: 17494737     Source Type: Journal    
DOI: 10.1504/WRITR.2006.011151     Document Type: Article

References (14)

1. Chatterjee, S. and Yilmaz, M. (1993) ‘Quality confusion: too many gurus, not enough disciples’, Business Horizon, May-June, Vol. 36, No. 3, pp.15–18.
2. Cook, W. and Kress, M. (1990) ‘A data envelopment model for aggregating preference ranking’, Management Science, Vol. 36, No. 11, pp.1302–1310.
3. Cronin, J. and Taylor, S. (1992) ‘Measuring service quality: a reexamination and extension’, Journal of Marketing, Vol. 56, No. 3, pp.55–68.
4. Dresner, M. and Xu, K. (1995) ‘Customer service, customer satisfaction, and corporate performance in the service sector’, Journal of Business Logistics, Vol. 16, No. 1, pp.23–40.
5. Frost, F. and Kumar, M. (2001) ‘Service quality between internal customers and internal suppliers in an international airline’, The International Journal of Quality and Reliability Management, Vol. 18, Nos. 4–5, pp.371–386.
6. Grönroos, C. (1984) ‘A service quality model and its marketing implication’, European Journal of Marketing, Vol. 18, No. 4, pp.36–44.
7. Hopkins, S., Sandra, S., Hopkins, W. and Jerry, F. (1993) ‘Service quality gaps in the transportation industry: an empirical investigation’, Journal of Business Logistics, Vol. 14, No. 1, pp.145–161.
8. Parasuraman, A., Zeithaml, V. and Berry, L. (1985) ‘A conceptual model of service quality and its implications for future research’, Journal of Marketing, Vol. 49, No. 4, pp.41–50.
9. Semeijn, J. (1995) ‘Service priorities in international logistics’, The Journal of Logistics Management, Vol. 6, No. 1, pp.27–36.
10. Young, C., Cunningham, L. and Lee, M. (1994) ‘Assessing service quality as an effective management tool: the case of the airline industry’, Journal of Marketing-Theory and Practice, Spring, pp.76–96.
11. Zeithaml, V. and Bitner, M. (1996) Service marketing, McGraw-Hill, New York.
12. Zeithaml, V., Parasuraman, A. and Berry, L. (1990) Delivering Quality Service-Balancing Customer Perceptions and Expectations, Free Press, New York.
13. With regards to air cargo service providers and customers’ perceptions of service quality, this paper focused on the managers and employees who were charged with the implementation of freight services.
14. In accordance with the arguments put forward by Nunnally, a Cronbach’s Alpha value of 0.5–0.6 in the case of explorative research, of in excess of 0.8 for basic research, and of over 0.9 for research based on which important decisions will be made, must be recorded in order to be considered reliable.