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Article
Publication date: 8 June 2020

J. Joseph Cronin Jr and Duane M. Nagel

Abstract

Details

Journal of Services Marketing, vol. 34 no. 3
Type: Research Article
ISSN: 0887-6045

Open Access
Article
Publication date: 31 August 2013

A Rim Park and Hun-Koo Ha

With an increasing air cargo demand in the global air cargo transport industry, not only domestic airlines but also foreign carriers are actively investing in the air cargo…

Abstract

With an increasing air cargo demand in the global air cargo transport industry, not only domestic airlines but also foreign carriers are actively investing in the air cargo service sector and trying to provide a differentiated service in order to gain a competitive advantage. There are a variety of service quality models available but most research to date has not found an optimal model for the air cargo service sector.

Using questionnaire data collected from air freight forwarders in Korea with respect to the air cargo service provided by Korean Air, Asiana Airlines, and foreign carriers(JAL or China Eastern), this paper compares four models in measuring the service quality in the air cargo sector and identifies the best model. We then analyze the weakness of each airline’s service operation and make suggestions for improvement.

For demonstration analysis, the survey of domestic air cargo forwarders revealed that Reliability>Responsiveness> Supply ability>Security in important order in air cargo service quality dimension. In the context of this paper, we considered four models-unweighted SERVQUAL, unweighted SERVPERF, weighted SERVQUAL, and weighted SERVPERF–for our investigation into which is the most suitable model in the air cargo service sector with testing of goodness of fit by three criteria. Our results indicate that the most suitable model for the air cargo service sector is the weighted SERVPERF model.

Details

Journal of International Logistics and Trade, vol. 11 no. 2
Type: Research Article
ISSN: 1738-2122

Keywords

Content available
Book part
Publication date: 30 June 2023

Lisa M. Given, Donald O. Case and Rebekah Willson

Abstract

Details

Looking for Information
Type: Book
ISBN: 978-1-80382-424-6

Content available
Book part
Publication date: 1 January 2005

Naresh K. Malhotra

Abstract

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Review of Marketing Research
Type: Book
ISBN: 978-0-85724-723-0

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Book part
Publication date: 17 February 2020

Simon Grima and Eleftherios I. Thalassinos

Abstract

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Financial Derivatives: A Blessing or a Curse?
Type: Book
ISBN: 978-1-78973-245-0

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Book part
Publication date: 26 November 2016

Karin Klenke

Abstract

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Qualitative Research in the Study of Leadership
Type: Book
ISBN: 978-1-78560-651-9

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Book part
Publication date: 11 March 2019

Abstract

Details

Action Learning and Action Research: Genres and Approaches
Type: Book
ISBN: 978-1-78769-537-5

Content available
Book part
Publication date: 11 September 2023

Eric Kwame Adae

Abstract

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CEOs on a Mission
Type: Book
ISBN: 978-1-80382-215-0

Content available
Book part
Publication date: 21 July 2022

Ian Ruthven

Abstract

Details

Dealing With Change Through Information Sculpting
Type: Book
ISBN: 978-1-80382-047-7

Open Access
Article
Publication date: 23 May 2023

Linda Gabbianelli and Tonino Pencarelli

Based on the main studies presented in the literature, this work aims to examine the level of student satisfaction towards the on-campus accommodation service provided by an…

2716

Abstract

Purpose

Based on the main studies presented in the literature, this work aims to examine the level of student satisfaction towards the on-campus accommodation service provided by an Italian university. Notably, the objectives of the study are twofold: (1) to examine the mediating role of student satisfaction on the relationship between university on-campus accommodation service quality and word-of-mouth and (2) to determine whether there is any significant difference in students' satisfaction towards on-campus accommodation in terms of gender and the halls of residence.

Design/methodology/approach

The study is based on the results of a survey carried out through an online questionnaire by 381 students living on campus at the University of Urbino.

Findings

The findings revealed that the quality perceived by university students in relation to individual services had a positive impact on their general satisfaction towards the halls of residence experience.

Research limitations/implications

The study presents some limitations such as lack of temporal comparisons, a focus on specific service quality items and the fact that it refers to a single Italian university.

Practical implications

The findings of this study will help the management of public universities to improve the quality of services in their halls of residence for the satisfaction of their students.

Originality/value

To the authors' knowledge, there have been no previous studies about on-campus accommodation service quality conducted in Italy. The study contributes to enrich the service quality literature, confirming both that the sum of the quality of individual elements is not as the overall satisfaction and the outcome intention of positive WOM depends not only on service quality attributes, but also from an overall evaluation of satisfaction.

Details

The TQM Journal, vol. 35 no. 5
Type: Research Article
ISSN: 1754-2731

Keywords

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