A study on customer satisfaction toward quality of airfreight forwarding service, the case of east Asia transport Co.LTD
Abstract
The purpose of this study is to research how to have service quality affected customer satisfaction from the customer‟s perspective.
The Methodology was conducted to provide the theoretical framework for the research model in this study of airfreight forwarder in East Asia Transport Co. Ltd. SERVPERF model of Cronin and Taylor was chosen and questionnaire was prepared for testing the customer satisfaction through 5 dimensions of service
quality in the context of airfreight forwarding in East Asia Transport Co. Ltd.
After collecting and analyzing 130 valid questionnaires with SPSS software, the results has showed that SERVPERF has changes from five initial dimensions (reliability, responsiveness, tangibility, assurance and empathy) to four factors (reliability, staff, responsiveness and tangibility) and have the positive relationship on
Customer Satisfaction.
The study also found out there are differences in customer satisfaction, as well as perception about service quality.
Although there are limitations of this study, this study is hoped to contribute implications for airfreight forwarder managers when they want to improve service
quality and enhance customer satisfaction.