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Aviation Logistics Service Quality (ALSQ) Model in Malaysia: Literature Review and Conceptual Model


Nor Aida Abdul Rahman and Mohammad Fakhrulnizam Mohammad and Suzari Rahim and Suhaila Abdul Kadir and Munzir Khairuddin and Jailani Muda (2015) Aviation Logistics Service Quality (ALSQ) Model in Malaysia: Literature Review and Conceptual Model. In: Proceedings of 12th Asian Business Research Conference, 8 - 9 October 2015, Novotel Hotel Bangkok on Siam Square, Bangkok, Thailand.


It is well understood that competitive advantage within logistics and distribution within supply chain are driven by value adding aspect of logistics service quality (LSQ). The purpose of this study is to develop aviation logistics service quality model in Malaysia. Both operational LSQ and relational LSQ will be explored. The outcome of ALSQ to both shipper and logistics provider will also be examined. The model develop will be empirically tested using mixed method. The item gathered from literature review will be confirm through interview with the industry before face validity is completed. The main survey will be completed through mail survey to both providers and shippers. This paper is amongst the pioneer that combines LSP literature and LSQ to better understand the LSQ in particular context namely aviation. Our results will extend LSP and LSQ literature with the emphasis on the operational and relational LSQ parameters and it affect to both provider and shipper in Eastern perspective. The findings will also suggest attention on developing and differentiated value proposition that focuses on customer's experiences.

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Additional Metadata

Item Type: Conference or Workshop Item (Paper)
Collection Type: Institution
Date: 2015
Uncontrolled Keywords: Aviation logistics service quality (ALSQ), Logistics service quality (LSQ), Logistics service provider (LSP), Malaysia, operational and relational
Faculty/Centre/Office: Faculty of Entrepreneurship and Business
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The Office of Library and Knowledge Management, Universiti Malaysia Kelantan, 16300 Bachok, Kelantan.
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