01023223

Component

https://doi.org/10.3141/1935-15

http://scholar.google.com...Chou&publication_year=2005

The main purpose of this paper is to present a fuzzy quality function deployment model to achieve service quality assurance before implementing service action. First, customer needs with their importance and satisfaction levels acquired from practical investigations are constructed. Then, by combining the experts’ opinions, service management requirements are developed for satisfying the observed customer needs. In addition, a fuzzy relation matrix for linking service management requirements to customer needs is constructed on the basis of cross-functional expertise. The aggregated fuzzy assessments of different service management requirements are also ranked to prioritize and determine their importance. Finally, the Chiang Kai-shek International Airport cargo terminal in Taiwan is used to demonstrate the proposed approach.

01023220

English

pp 130-140

2005

Transportation Research Record: Journal of the Transportation Research Board

0309094097

Print

Figures (1) ; References (45) ; Tables (3)

Air cargo; Airport terminals; Customer satisfaction; Customer service; Improvements

Customer relations; Fuzzy models; Quality function deployment

Aviation; Freight Transportation; Highways; Planning and Forecasting

TRIS, TRB, ATRI

Apr 24 2006 1:01PM

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