A Study of Applying Quality Function Deployment to Improve Customer Service Satisfaction: The Case of Airlines’ Cargo Business

• Main Authors: Yung-Chia Chen, 陳勇嘉
• Other Authors: Gin-Shuh Liang
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/79307833124271366129

碩士 === 國立臺灣海洋大學 === 航運管理學系 === 95 === Abstract This study is to explore systematically overall service operation in terms of Quality Function Deployment and technical aspects. The main concept focuses on the air cargo service. Data was collected and analyzed using the methods of factor analysis. Six factors are obtained: convenience of information and work, the capacity for accommodating work, cargo processing, the service feeling, shipping of the process, ships the document. Based on these factors and by using the approach of Quality Function Deployment, air cargo forwarders’ demand of service quality would be transferred to technical requirement of service quality. Finally, the house of quality is used to construct the priority of executing feasible alternatives for enhancing the service quality of air cargo service. The main results of this study reveal that the following five items of service quality need to be urgently improved: (1) complete information system, (2) service personnel's specialized ability, (3) provides many services, (4) the ability of tracing goods, (5) provide the convenient choice to the accurate by scheduled flight. Key words: Air cargo service, Quality Function Deployment, Service quality