Research on air cargo service evaluation based on AHP-The case of SD Airlines
Song, Chengzhen (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023060220798
https://urn.fi/URN:NBN:fi:amk-2023060220798
Tiivistelmä
For airlines, the aim is to make more efficient use of the limited airline resources available to them, to correctly and comprehensively identify problems and risks within the company, to make reasonable resource allocations and plans on this basis, to further promote communication with customers and thereby increase customer satisfaction and loyalty, and ultimately to improve the efficiency of the company's transport and save operating costs, thus achieving the aim of improving the competitiveness of the company. To achieve this, service quality evaluation is essential.
The case of this thesis is SD Airlines, which has chosen to further increase its specialised air cargo capacity and accelerate the implementation of its passenger and cargo strategy as a new profit growth point due to the massive losses caused by the COVID-19 pandemic in the last two years. This thesis will evaluate the quality of its cargo services and seek to draw precise and detailed conclusions.
The study will be conducted in three main stages. Firstly, with the theoretical framework in place, carry a basic overview and analysis of the current situation of SD Airlines' operations to understand the main problems that exist at present, and this will be used as an entry point for the construction of a targeted evaluation system. Secondly, according to the completed evaluation system, adopt the analytic hierarchy process(AHP) method to establish a corresponding mathematical model, and the systematic problem of cargo service quality evaluation was broken down into several factors for quantitative analysis, calculate and rank the importance weight of each factor. Thirdly, summarise the data from the second stage of analysis, design and distribute questionnaires, set up relevant evaluation criteria, constructed a matrix to calculate the weights and the final evaluation results are obtained, and trying to give analysis, discussion and further outlook based on it.
The case of this thesis is SD Airlines, which has chosen to further increase its specialised air cargo capacity and accelerate the implementation of its passenger and cargo strategy as a new profit growth point due to the massive losses caused by the COVID-19 pandemic in the last two years. This thesis will evaluate the quality of its cargo services and seek to draw precise and detailed conclusions.
The study will be conducted in three main stages. Firstly, with the theoretical framework in place, carry a basic overview and analysis of the current situation of SD Airlines' operations to understand the main problems that exist at present, and this will be used as an entry point for the construction of a targeted evaluation system. Secondly, according to the completed evaluation system, adopt the analytic hierarchy process(AHP) method to establish a corresponding mathematical model, and the systematic problem of cargo service quality evaluation was broken down into several factors for quantitative analysis, calculate and rank the importance weight of each factor. Thirdly, summarise the data from the second stage of analysis, design and distribute questionnaires, set up relevant evaluation criteria, constructed a matrix to calculate the weights and the final evaluation results are obtained, and trying to give analysis, discussion and further outlook based on it.