Improving service quality using quality function deployment: The air cargo sector of China airlines

Wang, Rong-Tsu

doi:10.1016/j.jairtraman.2007.03.005

Cited by 53 publications

(34 citation statements)

References 4 publications

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“…There exist significant relationships between "performance satisfaction value", and "reliability", "customization" and "flexibility". This ties Wang's (2007) study that suggests that outside factors that produce satisfaction are: prompt handling of import/export work, willingness to help solve customer problems, standard operating procedures, flight punctuality and good transport consideration.…”

Section: Methodsmentioning

confidence: 89%

“…1 Equally interdisciplinary study of logistics outsourcing, client SAT has been the subject of analysis. 2 There is, however, a scarcity of in-depth studies (Wang, 2007), capabilities of distribution centers (Lu and Yang, 2006), IT capability (Bowen and Leinbach, 2004), value-add processes (Pokharel, 2005), knowledge orientation (Meade and Sarkis, 2002), delivery management (Hertz and Alfredsson, 2003) and customization of services (Tyan et al, 2003). 2 These have generally been based on effective pricing performance SAT (Hong et al, 2004) or flexibility of process across the air cargo industry (Zhang et al, 2005).…”

Section: Introductionmentioning

confidence: 99%

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Criteria for services of air cargo logistics providers: How do they relate to client satisfaction?

Meng

Liang

Lin

et al. 2010

Journal of Air Transport Management

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Section: Methodsmentioning

confidence: 89%

Section: Introductionmentioning

confidence: 99%

Criteria for services of air cargo logistics providers: How do they relate to client satisfaction?

Meng

Liang

Lin

et al. 2010

Journal of Air Transport Management

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“…Recent work on service design that uses knowledge of the differentiated characteristics of shippers includes several sources (2)(3)(4)(5)(6). The focus in this paper is on the demand (as opposed to the design) side of the market, however.…”

mentioning

confidence: 99%

Heterogeneous Valuation of Quality Dimensions of Railway Freight Service by Chinese Shippers: Choice-Based Conjoint Analysis

Duan

Rezaei

Tavasszy

et al. 2016

Transportation Research Record: Journal of the Transportation R

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This paper operationalizes and tests approaches to identify market segments for rail freight services and measures the importance that customers attach to rail service attributes (i.e., transport cost, time, frequency, reliability, and safety). The approach is based on choicebased conjoint analysis in which heterogeneity is captured by means of latent-class analysis. The research is novel in several respects. First, it addresses the diverse valuation of service preferences by shippers who use rail transport. Second, besides estimates for rail users who contract for transport services, the analysis also arrives at new estimates for forwarders as immediate clients for rail services. Third, in addition to the conventional random utility maximization (RUM) model, the paper discusses trials with a random regret minimization (RRM) model and a hybrid RUM-RRM model. Finally, the research produces unique values for China, one of the largest rail transport markets in the world.

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“…Literatürde, farklı sektörlerdeki farklı kültürlerde, lojistik faaliyetlerin hizmet kalitesinin araştırıldığı çalışmalar bulunurken; kargo hizmetlerine yönelik çalışmaların nispeten daha az sayıda olduğu görülmektedir (Wang, 2007;Taşkın ve Durmaz, 2012).…”

Section: 4hizmet Kalitesi Ve Lojistik Sektörüunclassified

Kargo Hizmetlerine İlişkin Müşteri Şikayetleri: Bir İçerik Analizi - Consumer Complaints About Shipment Services: A Content Analysis

Tosun¹,

Gürce²

2017

isarder

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ÖzetLiteratürde çok sayıda çalışmaya konu olmuş olan tüketici şikayet davranışı, internetin yaygınlaşması ile birlikte yeni bir boyut kazanmıştır. Tüketicilerin firmalar, ürün ve hizmetler ile ilgili yorumlarını elektronik olarak birbiri ile paylaşması anlamına gelen e-WOM sayesinde tüketiciler, diğer tüketicilerin görüşlerine hızla ve kolayca ulaşabilmekte, kendi şikayetlerini de elektronik olarak paylaşabilmektedir. Internet ile birlikte e-ticaretin yaygınlaşması, kargo sektöründeki rekabeti artırmış, tüketici yorumları ile birlikte hizmet kalitesinin önemini de artırmıştır. Bu kapsamda, e-WOM kaynaklarından biri olan www.sikayetvar.com sitesinde kargo hizmeti kategorisindeki şikayetler içerik analizine tabi tutularak şikayet nedenleri incelenmiştir. Analiz için kargo hizmetlerinin seçilmesinin nedeni; farklı kültürler ve farklı sektörlerde, lojistik faaliyetlerin hizmet kalitesinin araştırıldığı çalışmalar bulunurken; kargo hizmetlerine yönelik çalışmaların literatürde nispeten daha az sayıda olmasıdır. Araştırma kapsamında verilerden elde edilen frekans analizleri sonucunda, kargo hizmetlerine ilişkin olarak tüketicilerin en çok şikayet ettiği konular hizmetlerin zamanında söz verildiği gibi gerçekleşmemesi, ürün ve hizmetlerin zamanında müşterilere teslim edilmemesi ve firma çalışanları tarafından iyi hizmet sağlanmaması olarak belirlenmiştir.

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Improving service quality using quality function deployment: The air cargo sector of China airlines

Cited by 53 publications

References 4 publications

Criteria for services of air cargo logistics providers: How do they relate to client satisfaction?

Criteria for services of air cargo logistics providers: How do they relate to client satisfaction?

Heterogeneous Valuation of Quality Dimensions of Railway Freight Service by Chinese Shippers: Choice-Based Conjoint Analysis

Kargo Hizmetlerine İlişkin Müşteri Şikayetleri: Bir İçerik Analizi - Consumer Complaints About Shipment Services: A Content Analysis

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