Research on the Evaluation of fresh product air cargo Service quality of HF Company based on AHP

Abstract

Under the background of the Internet + era and the increasingly developed and prosperous global logistics system, buying various fresh products through the Internet has gradually become the first choice of residents in various countries. In view of the particularity of fresh products, air transport has become the key link of fresh logistics. Improving the quality of fresh products air transport service has increasingly become an important topic for major airlines to strengthen the quality of service and improve the profit of cargo business. Under the background of the current air cargo industry, this paper takes the fresh air cargo service quality as the research object, analyzes the current development status and characteristics of fresh product air cargo through investigation, uses analytic hierarchy process to build the fresh product cargo service quality evaluation method system of aviation enterprises, and takes HF Company as the case. Based on the analysis of the development status and problems of the fresh product freight service of HF company, the service quality of the fresh product freight service is evaluated, and the countermeasures and suggestions for improving the service quality are put forward.

Based on the above research content, the main research conclusions of this paper are as follows:

Firstly, air fresh cargo service quality evaluation can be carried out from the dimensions of "reliability", "responsiveness", "assurance", "tangibility", "empathy" and "information". Second, the sub-item evaluation of fresh product cargo service quality of the case company shows that reliability, responsiveness and tangibility are the most important aspects in the evaluation of air fresh cargo service quality, while empathy is easily ignored.

Thirdly, the comprehensive evaluation on the service quality of the fresh product freight business of the case company shows that the improvement of service quality should focus on the following aspects: the safe arrival of the goods, delivery to the destination as agreed, convenient handling of freight procedures, notification within the preservation period, timely feedback and solution of online complaints, and double compensation for freight accidents. This is the case company fresh freight service quality improvement focus.

Fourthly, clarifying the fresh business direction, deepening the fresh service process and improving the fresh service performance in all dimensions are the aspects that HF company should focus on to improve the fresh freight service quality.