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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