Research The Improvement Of 3PLS' Service Quality Based On QFD

As competition has become intense in logistics markets, it is very difficult to achieve service excellence by shrinking margins and budgets. Service quality has become the initial factor of the 3PL's enterprises for obtaining the competitive advantages. Therefore, the diagnosing and upgrading of the 3PL's service quality are good for their competitiveness. On this basis, it is quite meaningful for studying the improvement of the domestic 3PL's companies service quality.In the thesis, according to advancing problem, analyzing problem and solving. Firstly, the paper discusses the present studies on logistics service quality in home and abroad, and reviews the concepts and relevant theories of logistics service quality. Based on analyzing the present situation of the 3PL's service quality, the thesis analyzes the reason and course of the 3PL's service quality by using the model of "gap analysis", optimizes the enterprises' own service quality from the view of the quality cost, and givens the methods of the control of the quality cost.Secondly, the paper introduces the method of QFD into the logistics' service quality study, and collates the customer needs to find the key factors. By the analysis of QFD, grasp the quality of service requirements into the concrete measures, implement the key improvement into the functional departments, and evaluate the customer need with FAHP. Finally, we select the logistics company as the object of evaluation for examining the usefulness of the method.The article enriches the theories of the logistics enterprise quality management and has certain reference value on the quality logistics enterprises.