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

Shiang-Min Meng, Gin-Shuh Liang, Kuang Lin and Shiou-Yu Chen

Journal of Air Transport Management, 2010, vol. 16, issue 5, 284-286

Abstract: This study investigates the factors that influence client satisfaction with logistics outsourcing, taking into account the client's subjective attitude towards service criteria for air cargo logistics providers. We define the construct of service criteria of air cargo logistics providers, provide an empirical validation of the construct, develop scales for service criteria and client satisfaction with desirable psychometric properties, and explore theoretical and practical applications. Empirical evidences support five key service criteria factors of importance; delivery value, knowledge innovation value, service value-added, information value, and performance satisfaction value. Four key client satisfaction factors are reliability, agility, customization, and flexibility. A significant relationship between the service criteria of air cargo logistics providers and client satisfaction is also identified.

Keywords: Air cargo logistics provider; Service criteria; Client satisfaction (search for similar items in EconPapers)
Date: 2010
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (9)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0969699710000268
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:16:y:2010:i:5:p:284-286

DOI: 10.1016/j.jairtraman.2010.02.003

Access Statistics for this article

Journal of Air Transport Management is currently edited by Anne Graham

More articles in Journal of Air Transport Management from Elsevier
Bibliographic data for series maintained by Catherine Liu ().