航空貨運承攬業服務品質缺口之研究

A Gap Analysis in Service Quality for Air Freight Forwarders

本文主旨在探討航空貨運承攬業之服務品質缺口。本文首先參考航空貨運承攬業之特性與其相關的文獻建立顧客對其服務品質需求的屬性；其次，應用模糊層級分析法（Fuzzy AHP）來各別分析業者端與顧客端對這些屬性的認知；最後，再由此兩者之間的認知差距來決定航空貨運承攬業者的服務品質缺口。為了驗證本文模式之效度，本文並以大高雄地區之航空貨運承攬業者與高雄加工出口區之製造商為主要研究對象，進行模式的實證研究。本文研究結果顯示，業者最需改善之前五項服務品質缺口為：及時回答顧客的詢問、貨物追蹤的能力、服務人員專業的知識與服務能力、處理客戶抱怨的態度與能力以及幫助顧客解決問題的主動性等。本文研究結果可提供給航空貨物承攬運業者，作為其製定服務品質改善政策的依據。

This paper empirically examines the gap in service quality for air freight forwarders using survey data collected from the air freight forwarders of Kaohsiung area and the shippers of Kaohsiung Export Processing Zone in Taiwan.A fuzzy AHP model was employed to identify the gaps in perceived service quality between those shippers and forwarders. Results indicated that the top 5 gaps in need of improvement are: promptly reply to customer's inquiry, cargo tracing capability, staff 's professional knowledge and service capability, staff 's attitude and capability to deal with customer complaints, and proactively solve customers' problems. Theoretical and managerial implications of the research findings for air freight forwarders in improving their service quality are discussed.