Browse > Article

An Evaluation of Service Quality Priorities between Air Cargo Service Providers and Customers  

Jun, Il-Soo (인천대학교 동북아물류대학원)
Hong, Seok-Jin (인천대학교 동북아물류대학원)
Publication Information
Journal of Korean Society of Transportation / v.22, no.5, 2004 , pp. 35-45 More about this Journal
Abstract
This paper analyzes the differences in the service quality priorities of air cargo service providers and customers. After having identified what constitutes the decisive factors with regards to air cargo service quslity, research was carried out to evaluate the differences in the service quality priorities of air cargo service providers and customers. Moreover, this paper analyzes these differences by separating air cargo service providers into Korean and international air cargo service providers. In order to attain the objectives of this research, the air cargo service sectors were divided into three general categories: supply capability(H/W), service accountability, and competitiveness of service fees and management capability(S/W). The researchers then placed 6 different criteria into each service category, for a total of 18. The evaluation of the service quality priorities of air cargo service providers and customers revealed very little difference between these two groups. With regards to the service criteria found in each service category, our research found marked differences between the service quality priorities of providers and customers in only three of the 18 criteria. However, we found marked differences in service quality priorities in 7 of the 18 criteria when the air cargo service providers were divided into Korean and international air cargo providers. While domestic air cargo service providers evaluated management's capability to handle cargo accidents and incidents as the most important priority, international air cargo service providers placed the highest priority on the cargo rate system. The results of this research imply that in order to properly evaluate the differences between the service quality priorities of air cargo service providers and customers, the air cargo service providers itself should be separated between the Korean air cargo service providers and the foreign providers because of their respective inherent perception on service quality.
Keywords
SERVQUAL; AHP;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
연도 인용수 순위
1 Chatterjee S. and Yilmaz M.(1993), 'Quality Confusion: Too Many Gurus , Not Enough Disciples', Business Horizon
2 Hopkins S., Sandra S. Hopkins W. and Jerry F. (1993), 'Service Quality Gaps in the Transportation Industry: An Empirical Investigation', Journal of Business Logistics, Vol.14, No.1, pp.145-161
3 Parasuraman A., Zeithaml ,V.. and Berry L. (1985), 'A Conceptual Model of Service Quality and Its Implications for Future Research' Journal of Marketing, Vol.49, No.4. pp.41-50   DOI   ScienceOn
4 전일수(1997). '국제복합운송시스템'. 21세기 한국연구재단
5 Saaty T.(1990), 'The Analytic Hierarchy Process', Pittsburgh, PA. RWS
6 Zeithaml V., Parasuraman A., and Berry L.(1990), 'Delivering Quality Service-Balancing Customer Perceptions and Expectations' New York, Free Press
7 Cronin ,J. and Taylor S.(1992), 'Measuring Service Quality: A Reexamination and Extension', Journal of Marketing, Vol.56, No.3, pp.55-68   DOI   ScienceOn
8 Frost F. and Kumar M.(2001), 'Service Quality between Internal Customers and Internal Suppliers in an International Airline', The International Journal of Quality & Reliability Management, Vol.18, No.4/5, pp.371-386
9 Zeithaml V. and Bitner M., (1996), 'Service marketing' New York, McGrow Hill
10 홍석진(2004). '항공화물 부문과 항공사 효율성에 관한 연구자료포락분석 (DEA)모형 의 이용' 대한교통학회지, 제22권 제3호, 대한교통학회, pp.17-26
11 김범중(1995). '국제물류시설의 이용자 만족도 평가 연구'. 동국대학교 대학원 박사학위논문
12 Gronroos C.(1984), 'A Service Quality Model and its Marketing Implication,' European Journal of Marketing, Vol.18, Iss.4, pp.36-44   DOI
13 Young C., Cunningham L. and Lee M.(1996) 'Assessing Service Quality as an Effective Management Tool: The Case of the Airline Industry', Journal of Marketing-Theory and Practice, Spring 1994, pp.76-96
14 김영모(1995), '해운마케팅에서의 서비스품잘 지각에 관한 연구.. 한국해양대학교 대학원 박사학위논문
15 Boeing(2001), 'World Air Cargo Forecast 2002/2003'
16 Semeijin, J.(1995), 'Service Priorities in International Logistics,' The Journal of Logistics Management, Vol.6, No.1