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Improving service quality using quality function deployment: The air cargo sector of China airlines

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  • Wang, Rong-Tsu

Abstract

Recent-rising crude oil prices have impacted on the development of the air-freight industry making improved service quality and competitiveness— pressing issues for management. To examine the performance of China Airlines this paper employs quality function deployment to integrate inside quality technology and the voice of outside consumers, and using “House of Quality†charts, illustrates the company's performance in terms of service and offer suggestions for improvement. The conclusion shows, in terms of outside consumer voice, the three main factors demanding improvement and the three in greatest need of improvement regarding quality technology.

Suggested Citation

  • Wang, Rong-Tsu, 2007. "Improving service quality using quality function deployment: The air cargo sector of China airlines," Journal of Air Transport Management, Elsevier, vol. 13(4), pages 221-228.
    • Handle: RePEc:eee:jaitra:v:13:y:2007:i:4:p:221-228
    DOI: 10.1016/j.jairtraman.2007.03.005
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    Citations

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    Cited by:

    1. Buyle, Sven & Dewulf, Wouter & Kupfer, Franziska & Onghena, Evy & Meersman, Hilde & Van de Voorde, Eddy, 2021. "From traditional to professional Air Navigation Service Provider: A typology of European ANSP business models," Journal of Air Transport Management, Elsevier, vol. 91(C).
    2. Show-Hui S Huang & Wen-Kai K Hsu, 2016. "A knowledge gap model for improving service quality of international distribution centers," Maritime Economics & Logistics, Palgrave Macmillan;International Association of Maritime Economists (IAME), vol. 18(4), pages 476-495, December.
    3. D. E. Ighravwe & S. A. Oke, 2017. "A manufacturing system energy-efficient optimisation model for maintenance-production workforce size determination using integrated fuzzy logic and quality function deployment approach," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 8(4), pages 683-703, December.
    4. Huang, Show-Hui S. & Tseng, Wen-Jui & Hsu, Wen-Kai K., 2016. "An assessment of knowledge gap in service quality for air freight carriers," Transport Policy, Elsevier, vol. 50(C), pages 87-94.
    5. Meng, Shiang-Min & Liang, Gin-Shuh & Lin, Kuang & Chen, Shiou-Yu, 2010. "Criteria for services of air cargo logistics providers: How do they relate to client satisfaction?," Journal of Air Transport Management, Elsevier, vol. 16(5), pages 284-286.
    6. Özden, Aybike Tuba & Celik, Erkan, 2021. "Analyzing the service quality priorities in cargo transportation before and during the Covid-19 outbreak," Transport Policy, Elsevier, vol. 108(C), pages 34-46.
    7. Yi-Chung Hu & Ping-Chuan Lee & Yuh-Shy Chuang & Yu-Jing Chiu, 2018. "Improving the Sustainable Competitiveness of Service Quality within Air Cargo Terminals," Sustainability, MDPI, vol. 10(7), pages 1-15, July.
    8. Lin, Ling-Zhong & Yeh, Huery-Ren & Wang, Ming-Chao, 2015. "Integration of Kano’s model into FQFD for Taiwanese Ban-Doh banquet culture," Tourism Management, Elsevier, vol. 46(C), pages 245-262.
    9. Ching-Cheng Chao & Taih-Cherng Lirn & Kuo-Chung Shang, 2013. "Market segmentation of airline cargo transport," The Service Industries Journal, Taylor & Francis Journals, vol. 33(15-16), pages 1672-1685, December.
    10. Mao, Quan & Li, Nan & Peña-Mora, Feniosky, 2019. "Quality function deployment-based framework for improving the resilience of critical infrastructure systems," International Journal of Critical Infrastructure Protection, Elsevier, vol. 26(C).
    11. Qiang Yang & Catherine Y. P. Chan & Kwai-sang Chin & Yan-lai Li, 2021. "A three-phase QFD-based framework for identifying key passenger needs to improve satisfaction with the seat of high-speed rail in China," Transportation, Springer, vol. 48(5), pages 2627-2662, October.
    12. Rezaei, Jafar & Hemmes, Alexander & Tavasszy, Lori, 2017. "Multi-criteria decision-making for complex bundling configurations in surface transportation of air freight," Journal of Air Transport Management, Elsevier, vol. 61(C), pages 95-105.
    13. Yi-Wen Kuo & Cheng-Hsien Hsieh & Cheng-Min Feng & Wen-Ya Yeh, 2013. "Effects of price promotions on potential consumers of high-speed rail," Transportation Planning and Technology, Taylor & Francis Journals, vol. 36(8), pages 722-738, December.

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