Research On Quality Management Of X Logistics Company

Along with the technology development and the integration of global economy, logistics industry is playing an increasingly important role in the national economy and social life. As an advanced operation mode, third party logistics is being paid wide attention by different trades and callings. Service quality is the lifeline of logistics industry. There is still a considerable gap between the overall level of our logistics enterprises and that of developed countries. To provide an effective idea for their development is an emergent problem. It is of great significance to discuss the service quality management and practice in the rapid development period of our logistics industry.This thesis describes the characters and perception characteristics of service quality, the theory of customer satisfaction, and the differences between the service quality of logistics industry and that of other service industry. The influence factors of logistics service quality are analyzed from the angle of logistics process function module, of which the influence factor of human beings is emphasized.The thesis also deals with case study on the basis of theory study. The SERVQUAL evaluation, analytical hierarchy process and fuzzy comprehensive evaluation are combined for evaluating the service quality of logistics industry, which provides beneficial suggestion for the enterprises to understand and solve the problems of their service quality. Finally, the measures to solve and improve the problems are proposed according to the evaluation results.