Evaluation of CZ Air Luggage Check-in Service Quality Based on customer satisfaction analysis

Abstract

This study focuses on the quality evaluation of cargo consignment services provided by CZ Airlines, aiming to offer systematic theoretical basis and effective practical guidance for airlines to enhance service quality. Through a systematic review of relevant literature, this study, based on the classic SERVQUAL model, constructs an evaluation system for the quality of CZ Airlines' cargo consignment services, covering five core dimensions: reliability, responsiveness, assurance, empathy, and tangibility, which comprehensively cover the key elements of service quality.

The research adopts questionnaire surveys and in-depth interviews to collect multi-dimensional data from CZ Airlines' customers, front-line employees, and management, ensuring the diversity of samples and the depth of feedback. Through quantitative analysis, it is found that CZ Airlines performs exceptionally well in "reliability" (such as the accuracy rate of cargo delivery), "responsiveness" (such as the speed of responding to customer needs), and "assurance" (such as safety measures for cargo transportation), demonstrating its advantages in core operational capabilities; however, it has significant shortcomings in "empathy" (such as attention to customers' personalized needs) and "tangibility" (such as the modernization and visualization degree of logistics facilities), which directly affect customer experience and satisfaction.

This study not only provides a scientific basis for CZ Airlines to improve the quality of its cargo consignment services but also verifies the applicability of the SERVQUAL model in air logistics services through empirical analysis, further enriching the theoretical system of service quality management. At the practical level, the research results will directly assist CZ Airlines in optimizing its service strategies, enhancing customer stickiness, and improving market competitiveness. Meanwhile, it offers a reference model for other airlines in the industry in terms of service quality evaluation and improvement, possessing significant promotional value.