Abstract:

Air freight carriers are challenged to manage air cargo operations efficiently by developing strategic operations and allowing airlines to adapt quickly and effectively in response to the rapid development of the cargo industry. It is crucial to identify relevant service quality attributes of air freight carriers in air cargo operations to maintain the quality level since cargo operation is a vital part of the business. Air freight carriers which have domestic and international flights need to determine specific strategic operations to meet customer expectations since both operations are unique. Using a systematic literature review and Delphi method, we provide a comprehensive list of service quality attributes of domestic and international cargo operation to bridge the gap in extant literature. Twenty-eight service quality attributes are identified and redefined from the systematic literature review. Revealed from the Delphi method, the total number of service quality attributes are different between domestic and international air cargo operations. Finally, this study provides an invaluable starting point for examining the dynamics of the air cargo industry.