Research On Air Cargo Service Quality Evaluation And Promotion Of G Airline

Air cargo industry in our country had stepped into golden times after joining WTO since 2000.The position of domestic enterprises in global production and trade system has risen a lot,thus the development of technology-intensive industries and e-commerce has driven air cargo demand sharply.While various logistics channels got congested as a result of the outbreak of COVID-19,the importance of air cargo,as an arterial branch in production and trading,got to draw attentions from all parties.In recent two years,the executive meeting of the State Council has taken air cargo related topics into discussions for several times,to study how to promote air cargo capability and improve industry weak links.CAAC has set up an air logistics leading group overall planning and coordinating the structural reform of supply-side of air cargo,to speed up the transformation from traditional air cargo mode to modern air logistics mode.The industry is embracing a new opportunity period.With an extensive development for a long time,our air cargo industry still takes pricing-oriented measures as major competing way.As a service industry,there has been very few references on service quality,and lack of service evaluation system either,which constrained airlines reflecting on its own service quality and promoting it to a higher level.The thesis taking G airline Chongqing station as an example,established a service quality evaluation index system based on its organizational structure,customers and service work flow,which fits air cargo service characteristics.This evaluation system contains 5 dimensions and 24 indexes.By taking Delphi method and AHP（Analytic Hierarchy Process）,weight of each dimension and index has been confirmed.And then a service quality investigation among customers has been launched by online questionnaire,to acquire research data.In view of fuzziness and difficulty to quantify on air cargo service quality evaluation,the thesis used fuzzy comprehensive evaluation method to analyze the research data,to get a relatively clear and systematic evaluation result on G airlines cargo service quality.By analyzing the evaluation result,the thesis found out the weakness of service quality and the reasons behind.In combination of before-mentioned evaluation system,service promoting measures,detailed into each indexes,have been recommended,to finally form the strategy of G airlines service quality promoting.