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An assessment of knowledge gap in service quality for air freight carriers

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  • Huang, Show-Hui S.
  • Tseng, Wen-Jui
  • Hsu, Wen-Kai K.

Abstract

This paper aims at assessing the knowledge gap in service quality for air freight carriers. In this paper, based on the relevant literature and the operational features of air freight carriers, the service requirement attributes (SRAs) for air freight were first investigated. A Knowledge Gap Model (KGM) based on a fuzzy analytic hierarchy process (AHP) approach was then proposed to evaluate the perceived gap on those SRAs between air freight carriers and their customers (air freight forwarders). Finally, as an empirical study, the air freight carriers and air freight forwarders in Taiwan were investigated. The results indicate the top SRAs with higher gaps are: Cargo delivery perfectively, Information system supports and Adequate shipping spaces. The result provides practical information for air freight carriers to improve service quality. Further, The KGM provides a methodology for relevant studies on service quality.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:trapol:v:50:y:2016:i:c:p:87-94
    DOI: 10.1016/j.tranpol.2016.06.006
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    References listed on IDEAS

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    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.

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