A Study on the Competitive Advantages of Service Quality between Taiwanese Air Cargo Forwarder and Integrated International Air Cargo Operators – A case of Company A

• Main Authors: Hsu, Tzu-Hsuan, 許子軒
• Other Authors: Pao, Hsiao-Tien
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/7f3spt

碩士 === 國立交通大學 === 管理學院管理科學學程 === 107 === Taiwan is an export-oriented economy and economic development relies heavily on foreign trade. The prosperity of electronics industry has led to the vigorous development of domestic air cargo forwarder industry. However, after Taiwan applied to join the World Trade Organization, international competition has arisen. Local logistics operators are gradually facing strong market competition from the integrated international air cargo operators such as UPS, FEDEX, DHL, etc. This study mainly explores competitive advantage of Taiwan's air cargo forwarder compared to integrated international air cargo operators, and how to enhance their competitive advantages under limited resources. The study was conducted by questionnaire based on the PZB model. The statistical methods such as t-test ANOVA and regression were used to verify the user's experience effect the competitive advantages between Taiwan's air cargo forwarder and integrated international air cargo. The results of this study show that Company A has a competitive advantage in software services, providing a customized logistics solution and a completed service line to achieve higher customer satisfaction; integrated international air cargo operator is in logistics and warehouse, inland trucks, as well as an intensive global service network. Based on the research results, this study provides management strategies and future research recommendations.