A Study on Air Freight Customer Satisfaction

The purpose of this article is to identify the variables influencing the performance of air cargo terminal. We define performance as the degree of qualitative variables offered to the clients and quantitative variables from the cargo terminal point of view. According to the test of difference between two proportions and multivariate analysis, a set of significant variables is established for the performance of air cargo industry. Besides, the customer satisfaction also appears significant improvement with last year. Finally, four qualitative factors, e.g. personnel attitude, charge activities, knowledge & ability and commitment factors, and four quantitative variables, e.g. cargo safety, import/export/express processing efficiency, miss cargo handling (i.e. cargo missing and cargo damaged) and parking variables, are found for evaluation of performance.