S2_29 Ability of carrier to deliver damage-free goods 0.81
S2_17
If possible, advance notice of transit delays (e.g. weather, equipment
breakdown etc.) 0.74
S2_18 Shipment security 0.70
S2_25
Ability of carrier to customize its services to meet specific and/or
unique needs to handle emergency 0.65
S2_16 Length of promised transit times (from pick up to delivery) 0.63
S2_27 Ability of carrier to adhere to special shipping instructions 0.58
S2_4 On time deliveries 0.79
S2_5 Prompt action on complaints related to carrier’s service 0.78
S2_8 Electronic communication during transportation 0.74
S2_6 Electronic (on-line terminal) interface for pick up 0.72
S2_14 Carrier’s general attitude toward problems/complains 0.64
S2_7 Electronic (on-line terminal) interface for tracing 0.61
S2_24 Carrier’s financial condition 0.81
S2_23 Carrier’s reputation 0.75
S2_22 Cleanliness of carrier’s equipment 0.74
S2_31 Low frequency of split shipment 0.78
S2_26 Ability of carrier to handle hazardous material 0.74
S2_15 Willingness to negotiate rates 0.63
S2_28 Carrier has satisfactory insurance coverage 0.56
S2_12 Assistance from carrier in handling loss and damage claims 0.48
S2_3 Provides same day delivery 0.80
S2_11 Cash discounts for early payment or prepayment 0.65
S2_20 Quality of drivers 0.62
S2_21 Accuracy of response to tracing inquiry 0.49
S2_9 Single point of contact with carrier to resolve operations problems 0.79
S2_10 Rate structure simple and easy to understand 0.74
S2_30 Accurate billing 0.41
S2_1 Carrier’s delivery history without loss/damage 0.87
S2_13 Bar coding to facilitate training 0.55
Extraction method: principal component analysis
Rotation method: varimax with Kaiser normalization