Study On Express Logistics Service Quality Evaluation Based On System Dynamics

Along with the rapid development of e-commerce in recent years, logistics industry ushered in the unprecedented development opportunity, at the same time, the competition is increasingly fierce. As a branch of the logistics industry, express delivery industry has already penetrated into People’s Daily life and become one of the most common ways to delivery daily correspondence and items which has greatly improved people’s lives. However, its rapid development momentum is accompanied by many negative issues. Due to the lack of industry regulation and unified express logistics service quality management standard, express logistics service quality is uneven, the phenomenon such as express broke, poison express and violence sorting frequently appear which dissatisfied customers So, the problem of logistics service quality has become one of the important problems that restricting the sustainable development of express enterprise. It has highly research value.This paper mainly does the following several aspects of research:Firstly, this paper analyzed related research results in the field of express logistics based on the research status at home and abroad. On the basis of predecessors’research put forward the research content of this article. And introduced the related theory of knowledge the article used.Secondly, based on SERVQUAL evaluation model and LSQ logistics service quality evaluation model, determined the express logistics service quality evaluation index system in five dimensions:informational, economy, reliability, responsiveness, and empathy, constructed the index system of the express logistics service quality evaluation in the reference of related index system built by other scholars.Then according to the constructed express logistics service quality evaluation index system and the model of customer perception of service quality, determine the border of express logistics service quality evaluation system, setting up comprehensive express logistics service quality evaluation system dynamics model, and order service quality subsystem model, logistics process service quality subsystem model and the after-sales service quality subsystem model.Finally, due to the lack of data, this article simplified the comprehensive express logistics service quality evaluation system dynamics model, then applied to ShenTong, Express Company, gathering data and running the model. According to the results of simulation, we make trend prediction test analysis, sensitivity analysis and policy experiment, which provide reference and decision-making basis for ShenTong Express to improve its logistics service quality and verify the scientific nature and operability of the model at the same time.