Assessing HN Airlines Pet Consignment Service using the Analytic Hierarchy Process and Fuzzy integrated evaluation

Abstract

The pet check-in business is not a boom in China, and many consumers do not even actively choose to check in their pets by air. The research question in this paper is to investigate the status of the service quality evaluation of HN Airlines' pet consignment business and to improve the service quality based on the results of the survey. The results of this study will help me to objectively determine the level of consumer satisfaction with HN Air's pet consignment service and the level of demand for this service in China. HN Airlines is the most developed airline in China when it comes to the pet consignment business. The shortcomings identified through the survey of HN Airlines' pet consignment business are likely to be similar to those of other airlines in China, while what it does well will allow more airlines to learn from each other and accelerate the maturity and professionalism of China's pet consignment business. In this paper, we will use hierarchical analysis to obtain the weight ratios of each dimensional indicator, design a questionnaire to evaluate the service quality of HN Airlines' pet consignment business, take consumers with pet consignment needs as the respondents, and obtain the final results through fuzzy comprehensive evaluation method. Finally, a customer journey map was used to suggest improvements to HN Air's pet consignment business.