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Please use this identifier to cite or link to this item: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/26063

Title: Using a Fuzzy Quality Function Deployment Model to Identify Improvement Points in Airport Cargo Terminals
Authors: Gin-Shuh Liang;Tzeu-Chen Han;Tsung-Yu Chou
Contributors: NTOU:Department of Shipping and Transportation Management
Date: 2005-12-29
Issue Date: 2011-10-20T08:33:37Z
Publisher: Transportation Research Record: Journal of the Transportation Research Board
Abstract: Abstract: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 crossfunctional 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.
Relation: 1935, pp.130-P.140
URI: http://ntour.ntou.edu.tw/handle/987654321/26063
Appears in Collections:[航運管理學系] 期刊論文

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