Study On Diagnosing And Upgrading Of 3PL'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 enterprises for obtaining competitive advantage. Therefore, the diagnosing and upgrading of 3PL's service quality are good for their competitiveness.This paper first discusses the present studies on logistics service quality in home and abroad, and reviews the concepts and relevant theory of logistics service quality. Based on analyzing the present situation of service quality for The Third-party Logistics enterprise, a logistics service quality model is put forward, on the main line of the process for logistics service, and on the core of customers. Then a specific diagnostic framework of logistics service quality is established to diagnose logistics service quality at all-round, based on causal relationship and anti-causal relationship of the formation of logistics service quality, reflected by model. In other words, the diagnosing for 3PL's service quality based on evaluating service quality, and the diagnosing for 3PL's service quality based on internal service process. In the process of evaluating service quality, referencing the research results in home and abroad, and taking the features of the third-party logistics enterprises into account, the article sets up a reasonable evaluation index system, and uses the model of importance-satisfaction to improve service quality focused in the enterprise resource limited circumstances. In the process of study on enterprise internal service process, the gap between the service and service is discussed based on the gap model of service quality, and make an example to survey the existence of defects and causes. Finally, this paper puts forward the methods and strategies to improve logistics service quality from all-round diagnosing of logistics service quality.This paper hope the methods and strategies proposed have certain reference value on upgrading of service quality for logistics enterprises.