used
quality function deployment (QFD) regarding outside consumer
voices and the inside quality technology to examine the performance
of the air cargo sector of China airlines. The results showed
that important factors demanding improvement to satisfy the
outside consumer voice are: prompt handling of import/export
work, willingness to help solve customer problems, standard
operating procedures, flight punctuality, and good transport considerations
which also revealed that accuracy and efficiency of an
air cargo forwarder are the key factors in service operations.