Evaluating the Service Quality for Air Cargo Operations

초록

The air cargo business is currently going through a difficult and highly competitive period due to the current global financial situation and resulting lower profit margins. In response to the current climate there are a number of possibilities to be considered: service improvement; deregulation; complex conveyor systems; applied IT systems; and so forth. In spite of these difficulties, the speed and reliability requirements of customers in contemporary global supply chain management has made air cargo the fastest growing area in the cargo industry. This research explores the relative importance of various factors and service items that influence the provision of air cargo service quality services by Skyteam Cargo in the Korean market. In general, Skyteam Cargo provides a package of services which cover different functions and operations of service such as Equation Heavy (heavy and large express freight), Equation (small express freight), Variation (special freight), and Dimension (general freight). To carry out the research, an expert questionnaire survey and the Analytic Hierarchy Process (AHP) analysis were adopted to evaluate the level of service quality by Skyteam Cargo at Incheon International Airport. Based on the expert survey and the AHP, five core service factors were defined, namely; infrastructure as installed facilities, reliability, promptness, efficiency, and safety. Among these factors, reliability is considered the most influential factor to service quality, followed by promptness, efficiency, safety, and infrastructure. By applying the algorithm derived from the Fuzzy Integral methodology, which was suggested by Sugeno, the level of quality for air cargo operation reveals that the Equation Heavy is the highest scoring service package at Incheon International Airport. Equation is second, followed by Dimension and Variation. keyword : air cargo, service quality, factor analysis, AHP, Fuzzy integral