Eureka! Institutional Repository

In recent decades, modern business management has undergone some major changes. One of the most profound changes was the shift of businesses competing as exclusive entities in companies competing in supply chain networks. This, together with other factors such as greater geographical coverage and security in deliveries, has resulted in the development of the industry of cargo-carrying industry. The purpose of the research is to investigate the opinion of the companies providing cargo air freight services on the dimensions of the services they consider most important and the relationship between the perceived quality of services and the overall satisfaction expressed by the customers and the possible recommendation of the companies to others. For this purpose, a quantitative survey was carried out on 50 companies using freight transport services. The results showed that customers are very satisfied with the accuracy of the safety and reliability of the services. They are relatively satisfied with financial performance and willingness while moderately satisfied with the ease of service. In addition, cargo airline customers would want even greater accuracy, security and credibility in the services provided. While they would like better financial return (eg best prices / costing).