Inderscience Publishers

An evaluation of the service quality priorities of air cargo service providers and customers

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This paper analyses the differences between the service quality priorities of air cargo service providers and customers. After having identified what constitutes the decisive factors when it comes to air cargo service quality, research was carried out on the differences between the service quality priorities of air cargo service providers and customers. The clear differences between the service quality priorities of Korean air cargo providers and those of air cargo providers from other countries which our paper uncovered make it clear that these two groups should be treated as separate research subjects.

Keywords: air cargo service quality, SERVQUAL, data envelopment analysis, DEA, Cook and Kress model, air forwarders, air cargo providers, intermodal transportation, Korea, customer priorities, service priorities, perceptions

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