IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v10y2018i7p2319-d156248.html
   My bibliography  Save this article

Improving the Sustainable Competitiveness of Service Quality within Air Cargo Terminals

Author

Listed:
  • Yi-Chung Hu

    (College of Management & College of Tourism, Fujian Agriculture and Forestry University, Fuzhou 350002, China
    Department of Business Administration, Chung Yuan Christian University, Taoyuan City 32023, Taiwan)

  • Ping-Chuan Lee

    (Department of Business Administration, Chung Yuan Christian University, Taoyuan City 32023, Taiwan)

  • Yuh-Shy Chuang

    (Department of International Business, Chien Hsin University, Taoyuan City 32097, Taiwan)

  • Yu-Jing Chiu

    (Department of Business Administration, Chung Yuan Christian University, Taoyuan City 32023, Taiwan)

Abstract

In Taiwan, the air cargo terminal business is a government franchise. Due to changing order and delivery modes, the volume of cargo exports has gradually decreased in recent years, generating increasing competitiveness within the air cargo terminal industry. Previous studies of air cargo terminals have largely focused on manpower supply planning and business performance. When a company pursues sustainable development and growth, it can improve the quality of the service provided, promote better customer satisfaction and enhance its competitiveness and customer loyalty in order to enjoy sustained development and higher profits. Having carried out a literature review, exploration and interviews with experts, this study develops a preliminary structure that is based on theory and practice and develops a framework for air cargo terminal service quality using the decision-making trial and evaluation laboratory (DEMATEL) method combined with the analytic network process (ANP). Eight key criteria are examined, namely, ‘New facilities or high-tech equipment,’ ‘Professional spirit,’ ‘Security and safety,’ ‘Sense of trust,’ ‘Ability to handle unusual cargo,’ ‘Professional,’ ‘Standard operation processes,’ and ‘Customer equity.’ The causality among each of these principles is also evaluated using the D-ANP questionnaire that was completed by 25 business forwarders. With respect to the quality of service demanded by forwarders, different strategies were drafted separately and provide a frame of reference for air cargo terminal operators.

Suggested Citation

  • Yi-Chung Hu & Ping-Chuan Lee & Yuh-Shy Chuang & Yu-Jing Chiu, 2018. "Improving the Sustainable Competitiveness of Service Quality within Air Cargo Terminals," Sustainability, MDPI, vol. 10(7), pages 1-15, July.
    • Handle: RePEc:gam:jsusta:v:10:y:2018:i:7:p:2319-:d:156248
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/10/7/2319/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/10/7/2319/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Yoon, Sung-Hyun & Park, Jin-Woo, 2015. "A study of the competitiveness of airline cargo services departing from Korea: Focusing on the main export routes," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 232-238.
    2. Pill, Juri, 1971. "The Delphi method: Substance, context, a critique and an annotated bibliography," Socio-Economic Planning Sciences, Elsevier, vol. 5(1), pages 57-71, February.
    3. Wang, Rong-Tsu, 2007. "Improving service quality using quality function deployment: The air cargo sector of China airlines," Journal of Air Transport Management, Elsevier, vol. 13(4), pages 221-228.
    4. Norman Dalkey & Olaf Helmer, 1963. "An Experimental Application of the DELPHI Method to the Use of Experts," Management Science, INFORMS, vol. 9(3), pages 458-467, April.
    5. Park, Yonghwa & Choi, Jung Kyu & Zhang, Anming, 2009. "Evaluating competitiveness of air cargo express services," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 45(2), pages 321-334, March.
    6. Huang, Show-Hui S. & Tseng, Wen-Jui & Hsu, Wen-Kai K., 2016. "An assessment of knowledge gap in service quality for air freight carriers," Transport Policy, Elsevier, vol. 50(C), pages 87-94.
    7. Meng, Shiang-Min & Liang, Gin-Shuh & Lin, Kuang & Chen, Shiou-Yu, 2010. "Criteria for services of air cargo logistics providers: How do they relate to client satisfaction?," Journal of Air Transport Management, Elsevier, vol. 16(5), pages 284-286.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Thi Yen Pham & Gi-Tae Yeo, 2019. "Evaluation of Transshipment Container Terminals’ Service Quality in Vietnam: From the Shipping Companies’ Perspective," Sustainability, MDPI, vol. 11(5), pages 1-14, March.
    2. Changlu Zhang & Jian Zhang & Peng Jiang, 2022. "Assessing the risk of green building materials certification using the back-propagation neural network," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 24(5), pages 6925-6952, May.
    3. Byoungsoo Kim, 2018. "The Role of Dedication-Based and Constraint-Based Mechanisms in Consumers’ Sustainable Outcomes in the Coffee Chain Industry," Sustainability, MDPI, vol. 10(8), pages 1-17, July.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Huang, Show-Hui S. & Tseng, Wen-Jui & Hsu, Wen-Kai K., 2016. "An assessment of knowledge gap in service quality for air freight carriers," Transport Policy, Elsevier, vol. 50(C), pages 87-94.
    2. Ching-Cheng Chao & Taih-Cherng Lirn & Kuo-Chung Shang, 2013. "Market segmentation of airline cargo transport," The Service Industries Journal, Taylor & Francis Journals, vol. 33(15-16), pages 1672-1685, December.
    3. Sung-Hyun Yoon & Dr. Jin-Woo Park, 2014. "A Study on Importance and Satisfaction of Forwarders as to Airline Services: Based on the Main Export Route of Korean Market," International Journal of Business and Social Research, MIR Center for Socio-Economic Research, vol. 4(3), pages 66-77, March.
    4. Sung-Hyun Yoon & Dr. Jin-Woo Park, 2014. "A Study on Importance and Satisfaction of Forwarders as to Airline Services: Based on the Main Export Route of Korean Market," International Journal of Business and Social Research, LAR Center Press, vol. 4(3), pages 66-77, March.
    5. C. J. Torrecilla-Salinas & O. Troyer & M. J. Escalona & M. Mejías, 2019. "A Delphi-based expert judgment method applied to the validation of a mature Agile framework for Web development projects," Information Technology and Management, Springer, vol. 20(1), pages 9-40, March.
    6. Tanrıverdi, Gökhan & Lezki, Şenay, 2021. "Istanbul Airport (IGA) and quest of best competitive strategy for air cargo carriers in new competition environment: A fuzzy multi-criteria approach," Journal of Air Transport Management, Elsevier, vol. 95(C).
    7. Shiang-Min Meng, 2014. "Logistics Image of Outsourcing Clients to The Wireless Telecommunications Industry: How is it related to The Service Value of Air Cargo Logistics Providers?," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 4(8), pages 940-955, August.
    8. Sara Biscaya & Hisham Elkadi, 2023. "A Catalyst Approach for Smart Ecological Urban Corridors at Disused Waterways," Urban Planning, Cogitatio Press, vol. 8(3), pages 406-424.
    9. Ding, Ji-Feng & Shyu, Wen-Hwa & Yeh, Chun-Tsen & Ting, Pi-Hui & Ting, Chung-Te & Lin, Chien-Pang & Chou, Chien-Chang & Wu, Su-Sin, 2016. "Assessing customer value for express service providers: An empirical study from shippers’ perspective in Taiwan," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 203-212.
    10. Kamaruzzaman, Syahrul Nizam & Lou, Eric Choen Weng & Wong, Phui Fung & Edwards, Rodger & Hamzah, Noraini & Ghani, Mohd Khairolden, 2019. "Development of a non-domestic building refurbishment scheme for Malaysia: A Delphi approach," Energy, Elsevier, vol. 167(C), pages 804-818.
    11. Buyle, Sven & Dewulf, Wouter & Kupfer, Franziska & Onghena, Evy & Meersman, Hilde & Van de Voorde, Eddy, 2021. "From traditional to professional Air Navigation Service Provider: A typology of European ANSP business models," Journal of Air Transport Management, Elsevier, vol. 91(C).
    12. Prommer, Lisa & Tiberius, Victor & Kraus, Sascha, 2020. "Exploring the future of startup leadership development," Journal of Business Venturing Insights, Elsevier, vol. 14(C).
    13. Bokrantz, Jon & Skoogh, Anders & Berlin, Cecilia & Stahre, Johan, 2017. "Maintenance in digitalised manufacturing: Delphi-based scenarios for 2030," International Journal of Production Economics, Elsevier, vol. 191(C), pages 154-169.
    14. Seung-Jin Han & Won-Jae Lee & So-Hee Kim & Sang-Hoon Yoon & Hyunwoong Pyun, 2022. "Assessing Expected Long-term Benefits for the Olympic Games: Delphi-AHP Approach from Korean Olympic Experts," SAGE Open, , vol. 12(4), pages 21582440221, December.
    15. Prianto Budi Saptono & Gustofan Mahmud & Intan Pratiwi & Dwi Purwanto & Ismail Khozen & Muhamad Akbar Aditama & Siti Khodijah & Maria Eurelia Wayan & Rina Yuliastuty Asmara & Ferry Jie, 2023. "Development of Climate-Related Disclosure Indicators for Application in Indonesia: A Delphi Method Study," Sustainability, MDPI, vol. 15(14), pages 1-25, July.
    16. Zhang, Hong & Gu, Chao-lin & Gu, Lu-wen & Zhang, Yan, 2011. "The evaluation of tourism destination competitiveness by TOPSIS & information entropy – A case in the Yangtze River Delta of China," Tourism Management, Elsevier, vol. 32(2), pages 443-451.
    17. Volkan Hasan Kaya & Doris Elster, 2019. "A Critical Consideration of Environmental Literacy: Concepts, Contexts, and Competencies," Sustainability, MDPI, vol. 11(6), pages 1-20, March.
    18. Petreski Marjan & Petreski Blagica & Tumanoska Despina & Narazani Edlira & Kazazi Fatush & Ognjanov Galjina & Jankovic Irena & Mustafa Arben & Kochovska Tereza, 2017. "The Size and Effects of Emigration and Remittances in the Western Balkans. A Forecasting Based on a Delphi Process," Südosteuropa. Journal of Politics and Society, De Gruyter, vol. 65(4), pages 679-695, December.
    19. Zahra Karbasi & Maliheh Kadivar & Reza Safdari & Leila Shahmoradi & Maryam Zahmatkeshan & Somayyeh Zakerabasali & Shahabeddin Abhari & Azadeh Sayarifard, 2020. "Better monitoring of abused children by designing a child abuse surveillance system: Determining national child abuse minimum data set," International Journal of Health Planning and Management, Wiley Blackwell, vol. 35(4), pages 843-851, July.
    20. Xinxin Liu & Xiaosheng Wang & Haiying Guo & Xiaojie An, 2021. "Benefit Allocation in Shared Water-Saving Management Contract Projects Based on Modified Expected Shapley Value," Water Resources Management: An International Journal, Published for the European Water Resources Association (EWRA), Springer;European Water Resources Association (EWRA), vol. 35(1), pages 39-62, January.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:10:y:2018:i:7:p:2319-:d:156248. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.