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

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  • 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
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    References listed on IDEAS

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    Cited by:

    1. 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.
    2. 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.
    3. 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.
    4. 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.
    5. 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.
    6. 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).
    7. 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.
    8. 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.
    9. 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.

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