Study On Customer Oriented Evaluation And Improvement Of The Third-party Logistics Provider's Service Quality

As competition has become intense in logistics markets, it is very difficult to achieve service excellence by shrinking margins and tight budgets. Service quality has become the initial factor of The Third-party Logistics enterprise for obtaining competitive advantage. Therefore, evaluating service quality of 3PL enterprise, improving on the shortage is good for their competitiveness.An appropriate evaluation system and method influence the result of evaluation, and also influence the establishment and implement of development plan. By tidying up domestic and international research of logistics service quality, with the characters of 3LP enterprise, this text puts forward a customer oriented method, evaluating and improving the service quality of 3PL enterprise by setting up index system and evaluating with FAHP. Finally, we select KE Logistics Company as the object of evaluation for examining the usefulness of method.This text mainly research on the following content:1. Tiding up interrelated concept and theory; explain service quality from customers' perspective, the relationship between service quality and satisfaction.2. With the perspective of costumers, we identify the major service components, established the evaluation system for service quality of 3PL provider.3. We set up evaluation model which based on Fuzzy AHP; costumers participate in fixing on weight of index and membership, which is costumer oriented.4. Put forward the improvement model of service quality, analyze the main factors which influence service quality, and confirm improvement order as the basis for improving service quality.5. By evaluating the service quality of KE Logistics Company, we pointed out existent problems, put forward improvement advice.The paper total quoted 12 charts, 18 tables, 23 references.