Comparative Analysis of Methodologies to Evaluate Air Cargo Carriers’ Service Quality: Focusing on SERVQUAL and SERVPERF
With an increasing air cargo demand in the global air cargo transport industry, not only domestic airlines but also foreign carriers are actively investing in the air cargo service sector and trying to provide a differentiated service in order to gain a competitive advantage. There are a variety of...
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| Format: | Article |
| Language: | English |
| Published: |
Emerald Publishing
2013-08-01
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| Series: | Journal of International Logistics and Trade |
| Online Access: | https://www.emerald.com/insight/content/doi/10.24006/jilt.2013.11.2.29/full/pdf |
| _version_ | 1797612247723278336 |
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| author | A Rim Park Hun-Koo Ha |
| author_facet | A Rim Park Hun-Koo Ha |
| author_sort | A Rim Park |
| collection | DOAJ |
| description | With an increasing air cargo demand in the global air cargo transport industry, not only domestic airlines but also foreign carriers are actively investing in the air cargo service sector and trying to provide a differentiated service in order to gain a competitive advantage. There are a variety of service quality models available but most research to date has not found an optimal model for the air cargo service sector. Using questionnaire data collected from air freight forwarders in Korea with respect to the air cargo service provided by Korean Air, Asiana Airlines, and foreign carriers(JAL or China Eastern), this paper compares four models in measuring the service quality in the air cargo sector and identifies the best model. We then analyze the weakness of each airline’s service operation and make suggestions for improvement. For demonstration analysis, the survey of domestic air cargo forwarders revealed that Reliability>Responsiveness> Supply ability>Security in important order in air cargo service quality dimension. In the context of this paper, we considered four models-unweighted SERVQUAL, unweighted SERVPERF, weighted SERVQUAL, and weighted SERVPERF–for our investigation into which is the most suitable model in the air cargo service sector with testing of goodness of fit by three criteria. Our results indicate that the most suitable model for the air cargo service sector is the weighted SERVPERF model. |
| first_indexed | 2024-03-11T06:38:32Z |
| format | Article |
| id | doaj.art-187b009d641e4bbcb0788345592287d6 |
| institution | Directory Open Access Journal |
| issn | 1738-2122 2508-7592 |
| language | English |
| last_indexed | 2024-03-11T06:38:32Z |
| publishDate | 2013-08-01 |
| publisher | Emerald Publishing |
| record_format | Article |
| series | Journal of International Logistics and Trade |
| spelling | doaj.art-187b009d641e4bbcb0788345592287d62023-11-17T10:43:29ZengEmerald PublishingJournal of International Logistics and Trade1738-21222508-75922013-08-01112294510.24006/jilt.2013.11.2.29Comparative Analysis of Methodologies to Evaluate Air Cargo Carriers’ Service Quality: Focusing on SERVQUAL and SERVPERFA Rim Park0Hun-Koo Ha1Graduate School of Logistics, Inha UniversityGraduate School of Logistics, Inha UniversityWith an increasing air cargo demand in the global air cargo transport industry, not only domestic airlines but also foreign carriers are actively investing in the air cargo service sector and trying to provide a differentiated service in order to gain a competitive advantage. There are a variety of service quality models available but most research to date has not found an optimal model for the air cargo service sector. Using questionnaire data collected from air freight forwarders in Korea with respect to the air cargo service provided by Korean Air, Asiana Airlines, and foreign carriers(JAL or China Eastern), this paper compares four models in measuring the service quality in the air cargo sector and identifies the best model. We then analyze the weakness of each airline’s service operation and make suggestions for improvement. For demonstration analysis, the survey of domestic air cargo forwarders revealed that Reliability>Responsiveness> Supply ability>Security in important order in air cargo service quality dimension. In the context of this paper, we considered four models-unweighted SERVQUAL, unweighted SERVPERF, weighted SERVQUAL, and weighted SERVPERF–for our investigation into which is the most suitable model in the air cargo service sector with testing of goodness of fit by three criteria. Our results indicate that the most suitable model for the air cargo service sector is the weighted SERVPERF model.https://www.emerald.com/insight/content/doi/10.24006/jilt.2013.11.2.29/full/pdf |
| spellingShingle | A Rim Park Hun-Koo Ha Comparative Analysis of Methodologies to Evaluate Air Cargo Carriers’ Service Quality: Focusing on SERVQUAL and SERVPERF Journal of International Logistics and Trade |
| title | Comparative Analysis of Methodologies to Evaluate Air Cargo Carriers’ Service Quality: Focusing on SERVQUAL and SERVPERF |
| title_full | Comparative Analysis of Methodologies to Evaluate Air Cargo Carriers’ Service Quality: Focusing on SERVQUAL and SERVPERF |
| title_fullStr | Comparative Analysis of Methodologies to Evaluate Air Cargo Carriers’ Service Quality: Focusing on SERVQUAL and SERVPERF |
| title_full_unstemmed | Comparative Analysis of Methodologies to Evaluate Air Cargo Carriers’ Service Quality: Focusing on SERVQUAL and SERVPERF |
| title_short | Comparative Analysis of Methodologies to Evaluate Air Cargo Carriers’ Service Quality: Focusing on SERVQUAL and SERVPERF |
| title_sort | comparative analysis of methodologies to evaluate air cargo carriers service quality focusing on servqual and servperf |
| url | https://www.emerald.com/insight/content/doi/10.24006/jilt.2013.11.2.29/full/pdf |
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