Abstract
In Taiwan, the air cargo terminal business is a government franchise. Due to changing order and delivery modes, the volume of cargo exports has gradually decreased in recent years, generating increasing competitiveness within the air cargo terminal industry. Previous studies of air cargo terminals have largely focused on manpower supply planning and business performance. When a company pursues sustainable development and growth, it can improve the quality of the service provided, promote better customer satisfaction and enhance its competitiveness and customer loyalty in order to enjoy sustained development and higher profits. Having carried out a literature review, exploration and interviews with experts, this study develops a preliminary structure that is based on theory and practice and develops a framework for air cargo terminal service quality using the decision-making trial and evaluation laboratory (DEMATEL) method combined with the analytic network process (ANP). Eight key criteria are examined, namely, ‘New facilities or high-tech equipment,’ ‘Professional spirit,’ ‘Security and safety,’ ‘Sense of trust,’ ‘Ability to handle unusual cargo,’ ‘Professional,’ ‘Standard operation processes,’ and ‘Customer equity.’ The causality among each of these principles is also evaluated using the D-ANP questionnaire that was completed by 25 business forwarders. With respect to the quality of service demanded by forwarders, different strategies were drafted separately and provide a frame of reference for air cargo terminal operators.
Highlights
Owing to shorter product life cycles and rapid delivery, the demand for air cargo transportation has continued to increase over the past few years
This article focuses on the quality of service provided by the air cargo terminal business from the perspective of the customer–contractor relationship and identifies eight key attributes, namely, ‘New facilities or high-tech equipment,’ ‘Professional, ‘Security and safety,’ ‘Reliability,’ ‘Ability to handle unusual cargo,’ ‘Professional spirit,’ ‘Standard operation processes,’ and ‘Customer equity’ which represent critical factors that influence the service quality of air cargo terminals
Strategic recommendations are proposed based on a SWOT cross-analysis of the external environment and the specific advantages and disadvantages of the operational practices adopted by air cargo terminals
Summary
Owing to shorter product life cycles and rapid delivery, the demand for air cargo transportation has continued to increase over the past few years. From past exclusivity of the market to its more recent monopolization, Taiwan’s air cargo terminals have caused terminal operators to ignore the importance of service quality differentiation for a long time. In order to achieve sustainable management, a key aspect of competitiveness within the air cargo industry is quality of service [3]. The continuous improvement of service quality is an important issue for maintaining a competitive advantage. Relevant research has investigated air cargo terminal operations by acknowledging the way in which quality of service impacts upon customer satisfaction and loyalty [6], influencing. In order to enhance the competitiveness of cargo terminals, this study focuses on key factors that directly relate to the service quality of Taiwan’s air cargo terminal operations and evaluates the operational performance of such terminals
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