Applying QFD and three-dimensional IPA models to improving the service quality of air freight forwarders

• Main Authors: Chia-Ching Huang, 黃佳靖
• Other Authors: Hong-Fwu Yu
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/25216928076260958883

碩士 === 國立高雄應用科技大學 === 商務經營研究所 === 100 === 3C industry is the core of Taiwan’s economy. Due to the shorter and shorter life cycle and the pressure of delivery, air transportation has become the most important transportation tool for the 3C industry. In consignment of cargos, because it is very complicated for consignors to handle directly the procedure of cargos convey, most of the consignors entrust the air freight forwarders to undertake the procedures of cargos consignment. However, because the number of air freight forwarders has grown rapidly, the market has become very competitive. Hence, how to improve the service quality has become a necessary condition for air freight forwarders to complete with others. The purpose of the paper is to study the improvement of service quality of air freight forwarders. As an empirical study, an air freight forwarder in Taiwan is investigated to validate the research model. First, by literature survey and consulting with experts, the structure of service characteristics of air freight forwarders is established. Next, based on the PZB model and the AHP technique, a questionnaire is designed to determine the importance and the satisfaction for the service characteristics from consignors. Sequentially, the technique of QFD is utilized to convert the importance and the satisfaction for the service characteristics to those of the operations for the air freight forwarder. Finally, the priorities of the operations for improvement are determined through the three-dimensional importance-performance analysis (3-IPA). The numerical results indicate that operations with higher priorities for improvement are as follows: receiving and recording of cargos, developing of information system, forwarding of operation, tracing of cargos.