Evaluation and Improvement Strategies for MF Air Cargo Service Quality

Abstract

Against the backdrop of global supply chain restructuring and the rapid development of the digital economy, air cargo service quality has become a critical factor determining international logistics competitiveness. This paper takes MF Air Cargo as the research object, establishes a scientific and rational service quality evaluation system, and puts forward corresponding suggestions. Based on the SERVQUAL model integrated with the Kano model, this study designs evaluation indicators from five dimensions—timeliness, safety, information transparency, customer responsiveness, and green environmental protection—by incorporating the development needs of digitalization and intelligent technologies in the era of smart logistics. Using data collected through questionnaire surveys and expert interviews, it evaluates MF Air Cargo’s service quality via the Analytic Hierarchy Process (AHP) and Fuzzy Comprehensive Evaluation Method, identifying issues such as low ground connection efficiency, insufficient cross-border customs clearance coordination, and weak tracking capabilities for special cargo.

Based on the evaluation results, this paper proposes a trinity improvement approach: technology empowerment + process reengineering + ecological collaboration. Firstly, strengthen the application of blockchain and Internet of Things (IoT) technologies in end-to-end tracking and dangerous goods management to eliminate information silos. Secondly, optimize the human-machine collaborative “door-to-door” delivery model and enhance connectivity between air-to-air transshipment and terminal unmanned delivery. Thirdly, deepen cooperation with supply chains including cross-border e-commerce and advanced manufacturing to build a user-centric service ecosystem. These suggestions are feasible for MF Air Cargo and provide valuable references for Chinese air cargo enterprises to enhance service standards and achieve high-quality developmentin the global market.