A Study on Improvement of Airlines' Cargo Service Quality

Ching-Cheg Chao ； Jui-Fen Lin

《Journal of Aeronautics, Astronautics and Aviation. Series A》 45卷3期 (2013/09) Pp. 161-170

https://doi.org/10.6125/12-1112-712

並列摘要

Owing to liberalization of international trade and rapid development of the global supply chain, demand for airfreight has been increasing. This study investigates airfreight forwarders' perceptions of the service quality of air cargo via Quality Function Deployment (QFD). Moreover, according to the characteristics of air cargo service, this study builds technical dimensions of the service quality of air cargo by combining both internal techniques of service quality and the external necessities of customer service. The results of this study provide valuable information for the aviation industry regarding improving the service quality of air cargo, formulating customer-oriented policies of business and management, and enhancing market competitiveness.

並列關鍵字

Airline ； Service quality ； Quality function deployment ； QFD ； Air cargo

參考文獻

Chang, S. C., “The Effcets of Air Cargo Warehouses Service Quality on Trust, Commitment and Behavioral Intentions,” Logistics Research Review, Vol. 6, No 1, 2007, pp. 41-55.

Griffin, A. and Hauser, J. R., “The Voice of the Customer,” Marketing Science, Vol. 12, No. 1, 1993, pp. 1-27.

Yoji, A., Quality Function Deployment, Pioneer Enterprise Think Tank, Taoyuan, 1995.

Sullivan, L. P., “Quality Function Deployment,” Quality Progress, 1986, pp. 39-50.

Ozgener, S., “Quality function deployment: a teamwork approach,” Total Quality Management and Business Excellence, Vol. 14, No. 9, 2003, pp. 969-979.