Cigarette Logistics Service Quality Assessment System For Empirical Research

Along with the ending of China's entry of the WTO, monopolization industry's gratuatelly openness to the world has became to the main trend. Tobacco industry has been largely on behalf of the monopolization industry and it's in the high flight of our country's financial taxes. As to be one of the most important parts of tobacco industry — tobacco logistic has been operated under the monopolistic system in the long run, so there is a lack of scientific reasonable and practical effective tool to take measure of the service's quality. To evaluate to the service quality among the tobacco logistic industry reasonably and scientifically will have a very important significance to the tobacco industry's openness to the world.Based on the scholar's research on the service quality's evaluation-the PZB Model integrated with the author's practical experience and personally investigating in the tobacco logistic industry, we educe the aggregation of influencing elements. On the basis of this, through the investigating of the experts and the experienced men in the tobacco logistic industry, we screen out the index of the service quality's evaluation system in the tobacco logistic industry and find out the relativeness of theses indexes by factor analysis. At last, an evaluation model with 4 factors and 12indexs was defined by the analysis of the interview and questionnaire result.Through the research result, indicate that some factors can influence the tobacco logistic service's quality, which including the (1) Facility ensure, (2) Deliver credibility, (3) Empathy and (4) Economical. Deliver credibility and Economical are the most important factors that influence tobacco logistic service's quality and the other two factors seem less important compared to these two factors.Aim at the specific evaluation system of the tobacco logistic service's quality, this topic give the specific analysis of the index's identity and integrate with the other industries standard then make the reasonable index's graded method. So that give the existing tobacco logistic service quality a reasonable evaluation, and integrated with the evaluation system and the graded method, so that complete the transition from theory to practice. The evaluation's result reflects that the set up of the evaluation system in the research is both adaptive and effective.