2013
DOI: 10.24006/jilt.2013.11.2.002
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Comparative Analysis of Methodologies to Evaluate Air Cargo Carriers’ Service Quality: Focusing on SERVQUAL and SERVPERF

Abstract: With an increasing air cargo demand in the global air cargo transport industry, not only domestic airlines but also foreign carriers are actively investing in the air cargo service sector and trying to provide a differentiated service in order to gain a competitive advantage. There are a variety of service quality models available but most research to date has not found an optimal model for the air cargo service sector.Using questionnaire data collected from air freight forwarders in Korea with respect to the … Show more

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