The main purpose of this paper is to present a fuzzy quality function deployment model to achieve service quality assurance before implementing service action. First, customer needs with their importance and satisfaction levels acquired from practical investigations are constructed. Then, by combining the experts’ opinions, service management requirements are developed for satisfying the observed customer needs. In addition, a fuzzy relation matrix for linking service management requirements to customer needs is constructed on the basis of cross-functional expertise. The aggregated fuzzy assessments of different service management requirements are also ranked to prioritize and determine their importance. Finally, the Chiang Kai-shek International Airport cargo terminal in Taiwan is used to demonstrate the proposed approach.


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    Title :

    Using a Fuzzy Quality Function Deployment Model to Identify Improvement Points in Airport Cargo Terminals


    Additional title:

    Transportation Research Record: Journal of the Transportation Research Board


    Contributors:


    Publication date :

    2005-01-01




    Type of media :

    Article (Journal)


    Type of material :

    Electronic Resource


    Language :

    English



    Using a Fuzzy Quality Function Deployment Model to Identify Improvement Points in Airport Cargo Terminals

    Liang, Gin-Shuh / Han, Tzeu-Chen / Chou, Tsung-Yu | Transportation Research Record | 2005



    Using Fuzzy Quality Function Deployment Model to Identify Airport Cargo Terminal Improvement Points

    National Research Council (U.S.) | British Library Conference Proceedings | 2005


    Off Airport Cargo Terminals and Containerization

    Richter, Edward L. | SAE Technical Papers | 1968


    Off airport cargo terminals and containerization

    Richter, E.L. | Engineering Index Backfile | 1968