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

IF 3.5 2区工程技术 Q1 ENGINEERING, MECHANICAL International Journal of Refrigeration-revue Internationale Du Froid Pub Date : 2024-11-25 DOI:10.1016/j.ijrefrig.2024.11.028

Show-Hui Huang , Jun-Wen Chen , Huynh Tan Nguyen , Wen-Kai Hsu

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Abstract

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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航空货运冷链物流服务质量评价：基于模糊最佳-最差法的感知-期望差距模型

近年来，航空货运对冷链物流的需求稳步增长。然而，这一问题在相关研究中讨论较少。本研究的主要目的是评估空军部队的服务品质。本文提出了一种基于模糊最佳-最差法（BWM）的感知-期望差距模型来评价CLAF的服务质量。以台湾典型的CLAF营运商为研究对象，以实证方式验证模型的有效性。结果表明：货主最关心的是货位稳定、货位多、货价合理、货代完善的服务质量。在此基础上，讨论了理论和管理意义。研究结果可为航空货运经营者制定提高冷链经营绩效的管理政策提供实用信息。此外，该模型可以为实际应用中的服务质量差距提供理论参考。

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来源期刊

International Journal of Refrigeration-revue Internationale Du Froid 工程技术-工程：机械

CiteScore

7.30

自引率

12.80%

发文量

363

审稿时长

3.7 months

期刊介绍： The International Journal of Refrigeration is published for the International Institute of Refrigeration (IIR) by Elsevier. It is essential reading for all those wishing to keep abreast of research and industrial news in refrigeration, air conditioning and associated fields. This is particularly important in these times of rapid introduction of alternative refrigerants and the emergence of new technology. The journal has published special issues on alternative refrigerants and novel topics in the field of boiling, condensation, heat pumps, food refrigeration, carbon dioxide, ammonia, hydrocarbons, magnetic refrigeration at room temperature, sorptive cooling, phase change materials and slurries, ejector technology, compressors, and solar cooling. As well as original research papers the International Journal of Refrigeration also includes review articles, papers presented at IIR conferences, short reports and letters describing preliminary results and experimental details, and letters to the Editor on recent areas of discussion and controversy. Other features include forthcoming events, conference reports and book reviews. Papers are published in either English or French with the IIR news section in both languages.