A Delphi study of air cargo operation service quality attributes

Farid Rafli Putra; Yeshika Alversia

A Delphi study of air cargo operation service quality attributes

Farid Rafli Putra, Arviansyah, Yeshika Alversia

Department of Management

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

Air freight carriers are challenged to manage air cargo operations efficiently by developing strategic operations and allowing airlines to adapt quickly and effectively in response to the rapid development of the cargo industry. It is crucial to identify relevant service quality attributes of air freight carriers in air cargo operations to maintain the quality level since cargo operation is a vital part of the business. Air freight carriers which have domestic and international flights need to determine specific strategic operations to meet customer expectations since both operations are unique. Using a systematic literature review and Delphi method, we provide a comprehensive list of service quality attributes of domestic and international cargo operation to bridge the gap in extant literature. Twenty-eight service quality attributes are identified and redefined from the systematic literature review. Revealed from the Delphi method, the total number of service quality attributes are different between domestic and international air cargo operations. Finally, this study provides an invaluable starting point for examining the dynamics of the air cargo industry.

Original language	English
Title of host publication	Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019
Subtitle of host publication	Education Excellence and Innovation Management through Vision 2020
Editors	Khalid S. Soliman
Publisher	International Business Information Management Association, IBIMA
Pages	7896-7909
Number of pages	14
ISBN (Electronic)	9780999855126
Publication status	Published - 1 Jan 2019
Event	33rd International Business Information Management Association Conference: Education Excellence and Innovation Management through Vision 2020, IBIMA 2019 - Granada, Spain Duration: 10 Apr 2019 → 11 Apr 2019

Publication series

Name	Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020

Conference

Conference	33rd International Business Information Management Association Conference: Education Excellence and Innovation Management through Vision 2020, IBIMA 2019
Country/Territory	Spain
City	Granada
Period	10/04/19 → 11/04/19

Keywords

Air Cargo Operation
Cargo Terminal
Service Quality
Service Quality Attributes

Cite this

Rafli Putra, F., Arviansyah , & Alversia, Y. (2019). A Delphi study of air cargo operation service quality attributes. In K. S. Soliman (Ed.), Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020 (pp. 7896-7909). (Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020). International Business Information Management Association, IBIMA.

Rafli Putra, Farid ; Arviansyah, ; Alversia, Yeshika. / A Delphi study of air cargo operation service quality attributes. Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020. editor / Khalid S. Soliman. International Business Information Management Association, IBIMA, 2019. pp. 7896-7909 (Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020).

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title = "A Delphi study of air cargo operation service quality attributes",

abstract = "Air freight carriers are challenged to manage air cargo operations efficiently by developing strategic operations and allowing airlines to adapt quickly and effectively in response to the rapid development of the cargo industry. It is crucial to identify relevant service quality attributes of air freight carriers in air cargo operations to maintain the quality level since cargo operation is a vital part of the business. Air freight carriers which have domestic and international flights need to determine specific strategic operations to meet customer expectations since both operations are unique. Using a systematic literature review and Delphi method, we provide a comprehensive list of service quality attributes of domestic and international cargo operation to bridge the gap in extant literature. Twenty-eight service quality attributes are identified and redefined from the systematic literature review. Revealed from the Delphi method, the total number of service quality attributes are different between domestic and international air cargo operations. Finally, this study provides an invaluable starting point for examining the dynamics of the air cargo industry.",

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Rafli Putra, F, Arviansyah, & Alversia, Y 2019, A Delphi study of air cargo operation service quality attributes. in KS Soliman (ed.), Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020. Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020, International Business Information Management Association, IBIMA, pp. 7896-7909, 33rd International Business Information Management Association Conference: Education Excellence and Innovation Management through Vision 2020, IBIMA 2019, Granada, Spain, 10/04/19.

A Delphi study of air cargo operation service quality attributes. / Rafli Putra, Farid; Arviansyah, ; Alversia, Yeshika.
Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020. ed. / Khalid S. Soliman. International Business Information Management Association, IBIMA, 2019. p. 7896-7909 (Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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Rafli Putra F, Arviansyah , Alversia Y. A Delphi study of air cargo operation service quality attributes. In Soliman KS, editor, Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020. International Business Information Management Association, IBIMA. 2019. p. 7896-7909. (Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020).

A Delphi study of air cargo operation service quality attributes

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Keywords

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