Improving the Sustainable Competitiveness of Service Quality within Air Cargo Terminals

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.

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