An assessment of knowledge gap in service quality for air freight carriers

This paper aims at assessing the knowledge gap in service quality for air freight carriers. In this paper, based on the relevant literature and the operational features of air freight carriers, the service requirement attributes (SRAs) for air freight were first investigated. A Knowledge Gap Model (KGM) based on a fuzzy analytic hierarchy process (AHP) approach was then proposed to evaluate the perceived gap on those SRAs between air freight...