IDEAS home Printed from https://ideas.repec.org/a/eee/jaitra/v16y2010i5p284-286.html
   My bibliography  Save this article

Criteria for services of air cargo logistics providers: How do they relate to client satisfaction?

Author

Listed:
  • Meng, Shiang-Min
  • Liang, Gin-Shuh
  • Lin, Kuang
  • Chen, Shiou-Yu

Abstract

This study investigates the factors that influence client satisfaction with logistics outsourcing, taking into account the client's subjective attitude towards service criteria for air cargo logistics providers. We define the construct of service criteria of air cargo logistics providers, provide an empirical validation of the construct, develop scales for service criteria and client satisfaction with desirable psychometric properties, and explore theoretical and practical applications. Empirical evidences support five key service criteria factors of importance; delivery value, knowledge innovation value, service value-added, information value, and performance satisfaction value. Four key client satisfaction factors are reliability, agility, customization, and flexibility. A significant relationship between the service criteria of air cargo logistics providers and client satisfaction is also identified.

Suggested Citation

  • Meng, Shiang-Min & Liang, Gin-Shuh & Lin, Kuang & Chen, Shiou-Yu, 2010. "Criteria for services of air cargo logistics providers: How do they relate to client satisfaction?," Journal of Air Transport Management, Elsevier, vol. 16(5), pages 284-286.
    • Handle: RePEc:eee:jaitra:v:16:y:2010:i:5:p:284-286
    DOI: 10.1016/j.jairtraman.2010.02.003
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969699710000268
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jairtraman.2010.02.003?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. John Bowen & Thomas Leinbach, 2004. "Market Concentration In The Air Freight Forwarding Industry," Tijdschrift voor Economische en Sociale Geografie, Royal Dutch Geographical Society KNAG, vol. 95(2), pages 174-188, April.
    2. Wang, Rong-Tsu, 2007. "Improving service quality using quality function deployment: The air cargo sector of China airlines," Journal of Air Transport Management, Elsevier, vol. 13(4), pages 221-228.
    3. Shang, Kuo-chung & Marlow, Peter B., 2005. "Logistics capability and performance in Taiwan's major manufacturing firms," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 41(3), pages 217-234, May.
    4. Tyan, Jonah C. & Wang, Fu-Kwun & Du, Timon C., 2003. "An evaluation of freight consolidation policies in global third party logistics," Omega, Elsevier, vol. 31(1), pages 55-62, February.
    5. Manthou, Vicky & Vlachopoulou, Maro & Folinas, Dimitris, 2004. "Virtual e-Chain (VeC) model for supply chain collaboration," International Journal of Production Economics, Elsevier, vol. 87(3), pages 241-250, February.
    6. Jharkharia, Sanjay & Shankar, Ravi, 2007. "Selection of logistics service provider: An analytic network process (ANP) approach," Omega, Elsevier, vol. 35(3), pages 274-289, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Buyle, Sven & Dewulf, Wouter & Kupfer, Franziska & Onghena, Evy & Meersman, Hilde & Van de Voorde, Eddy, 2021. "From traditional to professional Air Navigation Service Provider: A typology of European ANSP business models," Journal of Air Transport Management, Elsevier, vol. 91(C).
    2. Sung-Hyun Yoon & Dr. Jin-Woo Park, 2014. "A Study on Importance and Satisfaction of Forwarders as to Airline Services: Based on the Main Export Route of Korean Market," International Journal of Business and Social Research, MIR Center for Socio-Economic Research, vol. 4(3), pages 66-77, March.
    3. Huang, Show-Hui S. & Tseng, Wen-Jui & Hsu, Wen-Kai K., 2016. "An assessment of knowledge gap in service quality for air freight carriers," Transport Policy, Elsevier, vol. 50(C), pages 87-94.
    4. Yi-Chung Hu & Ping-Chuan Lee & Yuh-Shy Chuang & Yu-Jing Chiu, 2018. "Improving the Sustainable Competitiveness of Service Quality within Air Cargo Terminals," Sustainability, MDPI, vol. 10(7), pages 1-15, July.
    5. Shiang-Min Meng, 2014. "Logistics Image of Outsourcing Clients to The Wireless Telecommunications Industry: How is it related to The Service Value of Air Cargo Logistics Providers?," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 4(8), pages 940-955, August.
    6. Sung-Hyun Yoon & Dr. Jin-Woo Park, 2014. "A Study on Importance and Satisfaction of Forwarders as to Airline Services: Based on the Main Export Route of Korean Market," International Journal of Business and Social Research, LAR Center Press, vol. 4(3), pages 66-77, March.
    7. Richard Yeaw Chong Seow, 2023. "Comparative Financial Performance and Firm Valuation Analysis: A Malaysian Logistics Service Provider Case Study," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 7(7), pages 594-613, July.
    8. Ching-Cheng Chao & Taih-Cherng Lirn & Kuo-Chung Shang, 2013. "Market segmentation of airline cargo transport," The Service Industries Journal, Taylor & Francis Journals, vol. 33(15-16), pages 1672-1685, December.
    9. Shiang-Min Meng & Hsiu-Yun Yang & Jane Dai, 2019. "International Logistics Criteria on Medicinal Products for Human Use," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 9(2), pages 148-168, February.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Kayakutlu, Gulgun & Buyukozkan, Gulcin, 2011. "Assessing performance factors for a 3PL in a value chain," International Journal of Production Economics, Elsevier, vol. 131(2), pages 441-452, June.
    2. Aguezzoul, Aicha, 2014. "Third-party logistics selection problem: A literature review on criteria and methods," Omega, Elsevier, vol. 49(C), pages 69-78.
    3. Hosang Jung, 2017. "Evaluation of Third Party Logistics Providers Considering Social Sustainability," Sustainability, MDPI, vol. 9(5), pages 1-18, May.
    4. Özden, Aybike Tuba & Celik, Erkan, 2021. "Analyzing the service quality priorities in cargo transportation before and during the Covid-19 outbreak," Transport Policy, Elsevier, vol. 108(C), pages 34-46.
    5. Chia-Nan Wang & Ngoc-Ai-Thy Nguyen & Thanh-Tuan Dang & Chen-Ming Lu, 2021. "A Compromised Decision-Making Approach to Third-Party Logistics Selection in Sustainable Supply Chain Using Fuzzy AHP and Fuzzy VIKOR Methods," Mathematics, MDPI, vol. 9(8), pages 1-27, April.
    6. Gürler, Hasan Emin & Özçalıcı, Mehmet & Pamucar, Dragan, 2024. "Determining criteria weights with genetic algorithms for multi-criteria decision making methods: The case of logistics performance index rankings of European Union countries," Socio-Economic Planning Sciences, Elsevier, vol. 91(C).
    7. Liao, Shu-Hsien & Hu, Da-Chian & Ding, Li-Wen, 2017. "Assessing the influence of supply chain collaboration value innovation, supply chain capability and competitive advantage in Taiwan's networking communication industry," International Journal of Production Economics, Elsevier, vol. 191(C), pages 143-153.
    8. Pietro Evangelista & Aino Kianto & Henri Hussinki & Mika Vanhala & Anna-Maija Nisula, 2023. "Knowledge-Based Human Resource Management, Logistics Capability, and Organizational Performance in Small Finnish Logistics Service Providers," Logistics, MDPI, vol. 7(1), pages 1-21, February.
    9. Saeedeh Anvari & Metin Turkay, 2017. "The facility location problem from the perspective of triple bottom line accounting of sustainability," International Journal of Production Research, Taylor & Francis Journals, vol. 55(21), pages 6266-6287, November.
    10. Alumur, Sibel A. & Kara, Bahar Y. & Karasan, Oya E., 2012. "Multimodal hub location and hub network design," Omega, Elsevier, vol. 40(6), pages 927-939.
    11. Tolonen, Arto & Haapasalo, Harri & Harkonen, Janne & Verrollot, Jordan, 2017. "Supply chain capability creation – The creation of the supply chain readiness for a new product during product development process," International Journal of Production Economics, Elsevier, vol. 194(C), pages 237-245.
    12. Agnieszka Konys, 2019. "Green Supplier Selection Criteria: From a Literature Review to a Comprehensive Knowledge Base," Sustainability, MDPI, vol. 11(15), pages 1-41, August.
    13. Balmer, John M.T. & Lin, Zhibin & Chen, Weifeng & He, Xinming, 2020. "The role of corporate brand image for B2B relationships of logistics service providers in China," Journal of Business Research, Elsevier, vol. 117(C), pages 850-861.
    14. Qian Zhou & Shuxiang Wang, 2021. "Study on the Relations of Supply Chain Digitization, Flexibility and Sustainable Development—A Moderated Multiple Mediation Model," Sustainability, MDPI, vol. 13(18), pages 1-19, September.
    15. Yuan-Wei Du & Yi-Pin Fan, 2023. "Spatiotemporal Dynamics of Agricultural Sustainability Assessment: A Study across 30 Chinese Provinces," Sustainability, MDPI, vol. 15(11), pages 1-23, June.
    16. Wen, Xiao-Wei & Marlin, Janita & Wen, Zhi-Jian & Yang, Zhao-Hui, 2020. "Reviewing studies of radio frequency identification applications in supply chain for food safety," International Food and Agribusiness Management Review, International Food and Agribusiness Management Association, vol. 23(5), February.
    17. Nucciarelli, Alberto & Gastaldi, Massimo, 2009. "Collaboration in the airport business through the development of an IT platform," International Journal of Production Economics, Elsevier, vol. 121(2), pages 562-573, October.
    18. Lin, Ling-Zhong & Yeh, Huery-Ren & Wang, Ming-Chao, 2015. "Integration of Kano’s model into FQFD for Taiwanese Ban-Doh banquet culture," Tourism Management, Elsevier, vol. 46(C), pages 245-262.
    19. Cécile Cézanne & Laurence Saglietto, 2011. "Capital humain, prestataires de services logistiques et frontières de la firme," Revue d'économie industrielle, De Boeck Université, vol. 0(3), pages 71-88.
    20. Radanliev, Petar, 2015. "Engineering Design Methodology for Green-Field Supply Chain Architectures Taxonomic Scheme," Journal of Operations and Supply Chain Management (JOSCM), Fundação Getulio Vargas, Escola de Administração de Empresas de São Paulo (FGV EAESP), vol. 8(2), December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jaitra:v:16:y:2010:i:5:p:284-286. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.journals.elsevier.com/journal-of-air-transport-management/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.