Research on Customer Satisfaction of SF Air Cargo Company
Jiang, Shuonan (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023060220831
https://urn.fi/URN:NBN:fi:amk-2023060220831
Tiivistelmä
The aim of the thesis is to highlight the factors that influence the customer satisfaction of air cargo companies, focusing on understanding the challenges faced by air cargo companies in customer satisfaction and giving relevant suggestions to enhance the competitiveness of air cargo companies in the market.
The thesis takes SF Air Cargo as the subject of the study. Therefore some of the survey content was developed to improve customer satisfaction at SF Air Cargo after communications between the company's staff and using customers. Based on domestic and foreign customer satisfaction theories and research methods, investigating SF Air Cargo's customer satisfaction and suggesting ways to improve it based on the findings is the overall objective of this thesis, making it a research-based thesis.
The literature review sorted the existing theories, models and analytical methods on air cargo and customer satisfaction. Then identifying the factors influencing customer satisfaction through the China Customer Satisfaction Index and to facilitate the creation of a questionnaire to score and analyse customer satisfaction through the fuzzy comprehensive evaluation method. In quantifying the results of customer satisfaction, the paper uses the coefficient of variation method to quantify the weight of each question in the questionnaire. In addition, the sample size validation method was used to calculate the number of questionnaires administered and the Kronbach reliability coefficient method was used to analyse the reliability of the questionnaire.
The main finding of the study is that SF Air Cargo's customer satisfaction is qualified overall, but there is still a big gap between the two aspects of service price and customer loyalty compared to other satisfaction factors. Therefore, a detailed analysis of the two factors was needed in order to find specific ways to improve customer satisfaction at SF Air Cargo.
The results of the thesis were to increase satisfaction with service prices by improving package sizes, monitoring staff charges and increasing the transparency of price enquiries; and to increase customer loyalty by innovating the business model and developing personalised products. The value of this thesis is to analyse the factors influencing customer satisfaction and recommendations for SF Air Cargo, and to provide a reference for other air cargo companies in measuring customer satisfaction.
The thesis takes SF Air Cargo as the subject of the study. Therefore some of the survey content was developed to improve customer satisfaction at SF Air Cargo after communications between the company's staff and using customers. Based on domestic and foreign customer satisfaction theories and research methods, investigating SF Air Cargo's customer satisfaction and suggesting ways to improve it based on the findings is the overall objective of this thesis, making it a research-based thesis.
The literature review sorted the existing theories, models and analytical methods on air cargo and customer satisfaction. Then identifying the factors influencing customer satisfaction through the China Customer Satisfaction Index and to facilitate the creation of a questionnaire to score and analyse customer satisfaction through the fuzzy comprehensive evaluation method. In quantifying the results of customer satisfaction, the paper uses the coefficient of variation method to quantify the weight of each question in the questionnaire. In addition, the sample size validation method was used to calculate the number of questionnaires administered and the Kronbach reliability coefficient method was used to analyse the reliability of the questionnaire.
The main finding of the study is that SF Air Cargo's customer satisfaction is qualified overall, but there is still a big gap between the two aspects of service price and customer loyalty compared to other satisfaction factors. Therefore, a detailed analysis of the two factors was needed in order to find specific ways to improve customer satisfaction at SF Air Cargo.
The results of the thesis were to increase satisfaction with service prices by improving package sizes, monitoring staff charges and increasing the transparency of price enquiries; and to increase customer loyalty by innovating the business model and developing personalised products. The value of this thesis is to analyse the factors influencing customer satisfaction and recommendations for SF Air Cargo, and to provide a reference for other air cargo companies in measuring customer satisfaction.