Measuring the service quality of air cargo sector: case of China Airline

概要

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As recent skyrocketing prices for crude oil have impacted the development of airfreight industry, operating environment becomes increasingly harsh, while increasing service quality and competitiveness are pressing issues for management. This paper will employ quality function deployment to integrate inside quality technology and outside consumer voice and through the use of the house of quality illustrate the company's performance in terms of service and offer suggestions for improvement. As the conclusion shows, in terms of outside consumer voice, the three main factors demanding improvement and three most factors in greatest need of improvement with regard to quality technology.
Eastern Asia Society for Transportation Studiesの論文