Improving Service Quality Using Quality Function Deployment: The Air Cargo Sector of China Airlines
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.
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Availability:
- Find a library where document is available. Order URL: http://worldcat.org/oclc/31005945
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Supplemental Notes:
- Abstract reprinted with permission from Elsevier.
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Authors:
- Wang, Rong-Tsu
- Publication Date: 2007-7
Language
- English
Media Info
- Media Type: Print
- Features: Figures; References; Tables;
- Pagination: pp 221-228
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Serial:
- Journal of Air Transport Management
- Volume: 13
- Issue Number: 4
- Publisher: Elsevier
- ISSN: 0969-6997
- Serial URL: http://www.sciencedirect.com/science/journal/09696997
Subject/Index Terms
- TRT Terms: Air cargo; Crude oil; Quality of service; Technology
- Uncontrolled Terms: Quality function deployment
- Geographic Terms: China
- Subject Areas: Aviation; Freight Transportation; Geotechnology;
Filing Info
- Accession Number: 01055162
- Record Type: Publication
- Files: TRIS
- Created Date: Aug 23 2007 10:40AM