CQ Airport Air Cargo Service Quality Evaluation

Abstract

Against the backdrop of the global epidemic, CQ Airport has achieved a rare year-over-year increase in cargo and mail throughput, which is among the highest in the country, due to the tightness of its cargo entry and exit process, its unique geographical location, the country's strong development and, most importantly, CQ Airport's ability to provide personalized and differentiated services to its customers. Although the cargo market of CQ airport is developing rapidly, there are still some shortcomings in its cargo service quality, and there is no service quality evaluation index system in the airport cargo industry, so the airport cannot effectively evaluate and improve its cargo service quality.

Therefore, this paper firstly constructs the airport cargo service quality evaluation index system by reviewing a lot of literature, asking experts' opinions and combining the theoretical knowledge of air cargo, then invites experts to score the weights of each index and check the consistency of the data, then designs the questions of the questionnaire according to the meaning of each index, then distributes the questionnaire to the staff of the airport and the companies that have business with the airport. The questionnaires were then distributed to the airport staff and employees of companies doing business with the airport, followed by a reliability analysis of the questionnaire results, and finally, the data collected were calculated using the fuzzy evaluation method to obtain the scores of cargo service quality of CQ airport and to propose corresponding optimization suggestions on how to further improve the cargo service quality of the airport.