화주 기업의 항공 화물 운송 서비스 품질에 관한 중요도-만족도 연구: 항공특송업체와 프레이트 포워더를 중심으로A study on the Shipper’s Importance and Satisfaction on the Shipping Service Quality of Air Cargo: Focus on air express and air freight forwarder
- Authors
- 홍고은; 오진호; 박근식
- Issue Date
- Feb-2021
- Publisher
- 한국무역학회
- Keywords
- Air cargo; Air transportation; Service quality; IPA; Important-performance
- Citation
- 무역학회지, v.46, no.1, pp 135 - 154
- Pages
- 20
- Journal Title
- 무역학회지
- Volume
- 46
- Number
- 1
- Start Page
- 135
- End Page
- 154
- URI
- https://scholarworks.bwise.kr/cau/handle/2019.sw.cau/48706
- DOI
- 10.22659/KTRA.2021.46.1.135
- ISSN
- 1226-2765
- Abstract
- This study aims to investigate the difference in the perception of shippers on the quality of air freight service between air express and air freight forwarders. This study suggests hypothesis verification and implications on importance-performance between two groups of air express and air freight forwarders. In this study, we find that important variables through paired t-test and importance-performance analysis. As a result of paired t-test, there was a difference in the use variables of the document work variables through computerization in the importance area. In the satisfaction area, there was a difference between the groups in the response to customer request and the response to accidents. The variables that need to improve the focus derived from the importance-performance analysis are document work through computer and response to accidents. It is necessary to observe and manage the response of shippers continuously by holding various transportation schedules in the schedule area, possibility of adjustment of transportation schedule, regular freight and schedule provision.
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