Research On Improving Logistics Service Quality For Anshan Tobacco Company

After China joined WTO, the market of monopolized industries has gradually been decontrolled. As a representative of monopolized industries, tobacco industry also faces fierce competition from the same industry abroad. As the economic importance of tobacco industry in China and the important role logistics service plays in tobacco industry, the improvement of tobacco company’s logistics service quality and satisfaction of retail customers is very important. This is also an effective way to control and dominate domestic market. Thus, research on tobacco company’s logistics service quality has realistic meaning of improving retail customer’s satisfaction and company’s market competitiveness.This paper first combines literature review with qualitative interviews and sets up a measurement scale for Anshan Tobacco Company’s logistics service quality. The measurement scale has passed reliability test and validity test. Then the measurement scale is used to investigate retail customer’s satisfaction and the relations and differences among research data have been revealed through descriptive analysis, comparative analysis and regression analysis. The data analysis suggests that different types and different addresses of retail customers have different levels of satisfaction of the measuring items. The dimensions of logistics service quality also have different importance rankings for retail customer’s satisfaction.This paper also provides improve strategies for Anshan Tobacco Company’s logistics service quality. It is based on the general information of Anshan Tobacco Company and its logistics center, and data from survey and analysis. The improve strategies are divided into three parts:key dimensions of LSQ, retail customers of key types and retail customers at key addresses.