Research And Application Of Logistics Service Quality Evaluation

With the rapid development of the logistics and services, improving the quality of logistics services has become an important means of most businesses realize their competitive advantage. Logistics service quality as one of the main factors affecting customer satisfaction and customer loyalty has been paid more attention by the logistics management&service quality management theory and theorists&practitioners.The purpose of this paper is to improve the quality of logistics services, fully draw on the latest research results in related fields, study the scientific evaluation of the quality of logistics services, find the problems of logistics service quality and effectively improve them.In this paper, firstly, conduct a detailed study of the elements of logistics operations and logistics service process elements, and then build a logistics service quality evaluation index system. Secondly, analyze the gap of SERVQUAL logistics service quality, analyze the causes of each gap in the process of logistics services and the corresponding solution, combined with previously constructed logistics service quality evaluation index system to establish a SERVQUAL logistics customer service demand index system from five dimensions, using the GAHP method to determine the logistics services customers demand indicators weight. Finally, develop the logistics service quality based on QFD, translate the quality of service requirements which are difficult to grasp into specific improvement measures and implement them.At the end of this paper, with the example of GSYC company has shown that the study of SERVQUAL-QFD logistics service quality evaluation method is practical, effective. It can help companies to find out the logistics service quality gap and the specific problem, also the method has some reference value of enterprise logistics service quality management.