WQ Airport Ground Logistics Service Quality Evaluation Application Study

Abstract

This thesis will collect the perception evaluation of the customers who have experienced WQ airport ground logistics through the questionnaire method, and analyze the results of the questionnaire to get whether the customers feel the service meets the expectation. Through the statistical analysis of the questionnaire, I will get their satisfaction and dissatisfaction with the ground logistics service of WQ airport. I will design the questionnaire based on the five dimensions of SERVQUAL model, and in this five dimensions, I will give suggestions on whether the service provided can meet the customer's needs and what is not done well.