Korea Trade Review (무역학회지)

Korea Trade Research Association (한국무역학회)
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A study on the Shipper's Importance and Satisfaction onthe Shipping Service Quality of Air Cargo: Focus on air express and air freight forwarder

화주 기업의 항공 화물 운송 서비스 품질에 관한 중요도-만족도 연구: 항공특송업체와 프레이트 포워더를 중심으로

  • Go-Eun Hong (Department of Global Logistics, Chung-Ang University) ;
  • Jin-Ho Oh (Northeast Asia Logistics and Distribution Research Center, Chung-Ang University) ;
  • Keun-Sik Park (Department of International Logistics, Chung-Ang University)
  • 홍고은 (중앙대학교 글로벌물류학과) ;
  • 오진호 (중앙대학교 동북아물류유통연구소) ;
  • 박근식 (중앙대학교 국제물류학과)
  • Received : 2021.01.29
  • Accepted : 2021.02.25
  • Published : 2021.02.28
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Abstract

This study aims to investigate the difference in the perception of shippers on the quality of air freight service between air express and air freight forwarders. This study suggests hypothesis verification and implications on importance-performance between two groups of air express and air freight forwarders. In this study, we find that important variables through paired t-test and importance-performance analysis. As a result of paired t-test, there was a difference in the use variables of the document work variables through computerization in the importance area. In the satisfaction area, there was a difference between the groups in the response to customer request and the response to accidents. The variables that need to improve the focus derived from the importance-performance analysis are document work through computer and response to accidents. It is necessary to observe and manage the response of shippers continuously by holding various transportation schedules in the schedule area, possibility of adjustment of transportation schedule, regular freight and schedule provision.

Keywords

Acknowledgement

This research was supported by the 4th Educational Training Program for the Shipping, Port and Logistics from the Ministry of Oceans and Fisheries.

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