Research on YZ Airlines Cargo Service Quality Improvement based on AHP

Abstract

Air cargo is an important link in air transportation and airport services. After entering the 21st century, China's air cargo industry has entered a period of rapid development. The rise of local enterprises, the rapid expansion of foreign enterprises, and the irreversible new stage of globalization have greatly promoted the development of air cargo logistics. In recent years, the Civil Aviation Administration of China has established a leading group for aviation logistics work to coordinate the supply side structural reform of air cargo and accelerate the transformation and upgrading of traditional air cargo to modern air logistics. Air freight has ushered in a new period of development opportunities.

Air freight, as a promising aspect of modern logistics systems, should receive further attention from enterprises. The customer's experience of air freight service quality is extremely important, which affects their choice of airline. This article takes the cargo service quality of China YZ Airlines as the research object, and focuses on improving the quality of air cargo service and the core competitiveness of the enterprise. Finally, propose targeted strategies.

This article combines the theory of service quality and selects the current situation of YZ Airlines' freight services as the research object. Firstly, the PEST model was used to analyze the various problems that air freight companies face in the constantly changing macro environment, and to analyze how these factors change from policy, economic, social, and technological perspectives, as well as their impact on aviation companies. Based on the PEST model's analysis of the external environment, this article further utilizes the SWOT model to analyze the internal strengths, weak- nesses, opportunities, and threats of airlines. Based on the external environment and the company's own situation, targeted strategies have been provided to improve service quality. Finally, this article combines Analytic Hierarchy Process to model and allocate weights for various evaluation dimensions and indicators of air cargo service quality. By analyzing and evaluating the weight results, more precise decisions have been made to improve the service quality of air freight enterprises.

Finally, based on the weight indicators of Analytic Hierarchy Process, other reference methods for improving service quality are provided from the dimensions of reliability, information and innovation, and responsiveness, in order to improve the overall service quality and core competitiveness of the company.