Research on the Improvement of Cargo Service Quality of XM Airlines

Abstract

This study takes XM Airlines' baggage check-in service as the object, and based on the SERVQUAL model and analytic hierarchy process, constructs a service quality evaluation system to systematically evaluate its service status. The main content includes the following: Firstly, based on the theoretical framework, a basic overview and analysis of the operational status of XM Airlines are conducted to understand the main problems currently existing, and a targeted evaluation system is constructed for the existing problems. Secondly, based on the completed evaluation system, the Analytic Hierarchy Process is used to establish a corresponding mathematical model. The systematic problem of evaluating the quality of freight services is decomposed into various factors for quantitative analysis, and the importance weights of each factor are calculated and ranked. Thirdly, analyze and summarize the analysis data of the second stage, design and distribute survey questionnaires, establish relevant evaluation criteria, construct a matrix to calculate weights, obtain the final evaluation results, and based on this, provide targeted suggestions for XM Airlines to improve service quality, further discuss and prospect.

Research has found that the overall quality of XM Airlines baggage check-in is at a satisfactory level, but there is still room for improvement in terms of reliability, security, and tangibility. Specific issues include damaged or lost luggage, cumbersome compensation processes, and delayed updates to luggage status. In response to the above issues, it is recommended that XMAirlines enhance its existing intelligent technology, optimize service processes, strengthen resource and facility management to effectively improve luggage check-in efficiency and accuracy, enhance passenger satisfaction and trust, and thus enhance the airline's market competitiveness.