SF Airlines Cargo Service Quality Evaluation and Research

Abstract

The civil aviation industry is developing rapidly, and air cargo is also becoming more and more important in the logistics system. Since the COVID-19 outbreak began in 2020, all kinds of logistics channels have been blocked, and air cargo as an important logistics method is once again visible. In such a context improving the quality of cargo services is a crucial step to enhance air cargo. Firstly, the purpose of this paper is to find out which dimensions should be investigated by SF Airlines, which dimensions affect the quality of SF Airlines cargo services and how the company will improve the service quality in the future. Secondly, based on the customer's perspective, this paper reads the relevant literature and uses the SERVQUAL model to build a service quality evaluation index system that meets the air cargo process and characteristics, and identifies 7 evaluation dimensions and 22 evaluation indexes. Finally, the questionnaire was designed through the evaluation index system, distributed, collected, and tested by reliability and validity analysis. The results indicate that there are gaps in customer expectations and customer perceptions in each dimension of SF Airlines, and suggestions are made based on the gaps in each dimension. A small gap indicates that the customer experience in these dimensions is not bad and can be improved on the basis of the previous dimensions; a large gap indicates that customers want to have a better customer experience in these dimensions and can be targeted for improvement. These suggestions are used to improve the quality of SF Airlines' cargo services.