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An assessment of service quality for cold-chain logistics in air freight: A Perception-Expectation gap model based on fuzzy Best-Worst Method.

Author(s) : HUANG S. H., CHEN J. W., NGUYEN H. T., HSU W. K.

Type of article: IJR article

Summary

Recently, the requirements for cold-chain logistics in air freight (CLAF) have appeared to grow steadily. However, such an issue has been discussed less in the relevant research. The main purpose of this research is to evaluate the CLAF's service quality. In this paper, a Perception-Expectation gap model based on the fuzzy Best-Worst Method (BWM) is proposed to evaluate the service quality of CLAF. A typical CLAF operator with its main shippers in Taiwan was then empirically investigated to validate the proposed model. The result shows that shippers are mostly concerned with the service qualities of Stable and multiple shipping spaces, Pricing reasonableness, and Perfect cargo delivery. Based on the results, theoretical and managerial implications are discussed. The results can provide practical information for air freight operators to make managerial policies to improve their cold-chain operational performances. Further, the proposed model can provide a theoretical reference regarding the service quality gap in practical applications

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Pages: 164-171

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Details

  • Original title: An assessment of service quality for cold-chain logistics in air freight: A Perception-Expectation gap model based on fuzzy Best-Worst Method.
  • Record ID : 30033358
  • Languages: English
  • Source: International Journal of Refrigeration - Revue Internationale du Froid - vol. 170
  • Publication date: 2025/02
  • DOI: http://dx.doi.org/10.1016/j.ijrefrig.2024.11.028

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