A Study on Importance and Satisfaction of forwarders as to Airline Services: Based on the Main Export Route of Korean Market

Sung-Hyun Yoon, Jin-Woo Park

Abstract


The purpose of this study is to establish a service policy and procedure for airlines by identifying the services that the forwarders want to have amid the conditions of stagnant cargo demand and high oil prices. The survey was conducted for the three routes of Frankfurt, LA and Shanghai, which were the major export routes. The differences between importance and satisfaction of services were analyzed by utilizing IPA and gap analysis. It was found that the five factors such as price, agility, sociality, ease of use and reliability and also the 24 service items had differences between importance and satisfaction for each route. This study aims to take the lead in the service competition and provide strategic implications for survival in the future through identifying and providing the services that the forwarders want to have in the harsh market situation featuring the revenue reduction and cost increase of airlines.

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DOI: http://dx.doi.org/10.18533/ijbsr.v4i3.430

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International journal of business and social research (Print)
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