A Delphi study of air cargo operation service quality attributes

Farid Rafli Putra, Arviansyah, Yeshika Alversia

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-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 languageEnglish
Title of host publicationProceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019
Subtitle of host publicationEducation Excellence and Innovation Management through Vision 2020
EditorsKhalid S. Soliman
PublisherInternational Business Information Management Association, IBIMA
Pages7896-7909
Number of pages14
ISBN (Electronic)9780999855126
Publication statusPublished - 1 Jan 2019
Event33rd International Business Information Management Association Conference: Education Excellence and Innovation Management through Vision 2020, IBIMA 2019 - Granada, Spain
Duration: 10 Apr 201911 Apr 2019

Publication series

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

Conference

Conference33rd International Business Information Management Association Conference: Education Excellence and Innovation Management through Vision 2020, IBIMA 2019
CountrySpain
CityGranada
Period10/04/1911/04/19

Keywords

  • Air Cargo Operation
  • Cargo Terminal
  • Service Quality
  • Service Quality Attributes

Fingerprint Dive into the research topics of 'A Delphi study of air cargo operation service quality attributes'. Together they form a unique fingerprint.

Cite this