Research on Quality Evaluation of Cargo Consignment Service of SC Airlines

Abstract

For air cargo transportation services, the goal is to more effectively utilize the limited resources of the airline, correctly and comprehensively identify issues and risks within the cargo transportation service process, and on this basis, allocate and plan resources rationally. It is also essential to enhance communication with customers to improve customer satisfaction and loyalty. Ultimately, this will lead to increased cargo transportation efficiency, reduced operating costs, and thereby enhance the competitiveness of air cargo transportation services. To achieve this goal, the evaluation of air cargo transportation service quality is of vital importance.

This study focuses on evaluating the quality of cargo handling services provided by SC Airlines, with the aim of providing theoretical basis and practical guidance for airlines to improve their service quality. After reviewing relevant literature, a quality evaluation system for freight forwarding services based on the SERVQUAL model was constructed, which includes five dimensions: reliability, responsiveness, assurance, empathy, and tangibility.

By using questionnaire survey and interview methods to collect feedback data from customers and employees, a quantitative evaluation was conducted on the quality of cargo handling services provided by SC Airlines. Through research, it has been found that SC Airlines has shown good performance in reliability, responsiveness, and assurance, but there are shortcomings in empathy and tangibility. In response to these existing problems, a series of improvement measures have been proposed, including improving service processes, strengthening employee training, enhancing customer care, and optimizing facilities and equipment. This study has certain theoretical and practical significance for airlines to improve the quality of cargo handling services.