The study on the Relationships among Service Quality, Customer Satisfaction and Customer Loyalty for Airline Cargo Services- A perspective of Air Cargo Forwarder
| Autor: | Shih-Chung Hsu, 許世忠 |
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| Rok vydání: | 2006 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 95 This study aims to examine the relationships among service quality, customer satisfaction and customer loyalty for airline cargo services. Based on a questionnaire survey, 193 valid samples were obtained from air freight forwarder in Taiwan. The results indicated that airline cargo tracking system is the most satisfactory service attribute, followed by the reliability of advertised flight schedule and accurate documentation. The result for the above relationship turns into two ways of perception, with significant difference and without. (1) There were significant differences in perception of services quality on different ownership of forwarder, but there were not significant differences in perception of customer satisfaction and loyalty. (2) There were significant differences in perception of services quality and customer satisfaction on different capital of forwarder, but there were not significant differences in perception of customer loyalty. (3) There were significant differences in perception of services quality on different revenue of forwarder, but there were not significant differences in perception of customer satisfaction and loyalty. Based on a structural equation modeling approach, results showed that airline cargo services quality had a positive influence on customer (forwarder’s) satisfaction and customer satisfaction had a positive influence on customer loyalty. In addition, the airline cargo services quality had a positive influence on customer’s loyalty. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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