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Please use this identifier to cite or link to this item: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/43305

Title: Evaluating the Relationship between Service Attributes, Customer Performance and Financial Performance for Air Cargo Forwarders in Taiwan
Authors: Liu, Chiung-Lin;Shang, Kuo-Chung;Lu, Chin-Shan
Contributors: 國立臺灣海洋大學:航運管理學系
Date: 2013
Issue Date: 2017-06-19T08:49:17Z
Abstract: The Asian air cargo industry has witnessed a consistent growth over the past few years and far outpaced the broader world economy. But not all Asian cargo airports are growing so quickly; for example, this is not the case for Taiwan Taoyuan International Airport (TPE). One of the reasons given for TPE’s lower cargo traffic is the state of the surrounding industries. In this difficult business environment, providing the best service to consignees in order to gain superior competitive advantage has become an important issue for Taiwan’s air cargo forwarders. This study sets out to address the gap in knowledge by testing whether there is a relationship between the service attributes and the performance of these companies. A survey of 500 air cargo forwarders in Taiwan was carried out in order to examine their service attributes, using factor analysis and mediator multiple regression analysis. Results identified four critical service factors, namely, basic service attributes, pricing attributes, value-added, and basic transport attributes. A direct positive relationship between a synthesis of the four service factors and finance performance was established. Specifically, it was confirmed that critical service factors affected customer performance. Overall, findings suggest that air cargo forwarders’ top managers should constantly seek to enhance and refine their firms’ four key service factors and customer performance over and above those of their competitors in order to gain superior financial performance.
URI: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/43305
Appears in Collections:[航運管理學系] 演講及研討會

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