抄録
The purpose of this paper is to present a Fuzzy Quality Function Deployment (FQFD) model to achieve service quality assurance prior to the implementation of service action. This paper examines the difference requirements among airlines, airfreight forwarders, and airport warehouses in Taiwan airport cargo terminal users. Then, combining experts' opinions, service management requirements are developed for satisfying the observed difference customer needs. Although efficient cargo terminal operations are critical for improved performance of users, few studies have focused on cargo terminal performance. Therefore, a fuzzy relation matrix for linking service management requirements to customer needs is constructed based on cross-functional expertise. The aggregated fuzzy assessments of different service management requirements are also ranked to prioritize and determine their importance. The methodology presented here can be generalized to other airport cargo terminal and to improve their ground handling efficiency and to enhance their overall revenue.
