Study On Improvement Of Chenzhou STO Logistics Service Quality

In recent years, as the increasing of China’s e-commerce shopping, TV shoppingsales, logistics industry has ushered in a hitherto unknown development. At the sametime, the competition between them becomes more and more serious. As an importantway of logistics and transport, private express has not only greatly improved thepeople’s life, but also promoted the development of society in a certain extent.Logistics service quality is the fundamental development of private express enterprise,which directly influences the service enterprise’s customer satisfaction, and thenaffects the market competitiveness of enterprises. However, because the speed ofdevelopment of logistics industry is too fast, the corresponding laws and regulationsare not perfectly legislated, private express enterprises are not paid great attention to.As the main force of the realization of "door-to-door" service, private express’development prospect has great prospects, so study of private express logistics servicequality has a certain theoretical significance and practical value.The dissertation comes from the STO network of logistics management andperformance improvement project. The private express logistics service quality iscarried out in the study. On the basis of STO logistics service quality quantitativeperformance, customer satisfaction, a diagnosis of existing in the logistics servicequality of STO network problems is analyzed by using Gap analysis model and AHPevaluation. The process reengineering and management information system are builtin order to improve the logistics service quality. The results of the study may provideimportant technical support for logistics performance evaluation and the futuredevelopment direction.The main researches of this paper are as follows:(1)The gap model and analytical hierarchy process is introduced into theperformance evaluation of logistics service quality, customer satisfaction. The STOlogistics service evaluation model is built, and the weights of various indicators aredetermined. The impact of key STO logistics service quality factors are identified toprovide a strong guarantee for the improvement of STO logistics service quality.(2)The operation process of logistics service quality of Chenzhou STO isanalyzed by using the flow chart for SOP. Its operation process is diagnosed andoptimized. Finally the KPI performance assessment management measures and keyperformance index table are also designed. (3)The logistics information problems are analyzed, and the logistics systemframework and function are put forward. The corresponding countermeasures areoffered from the investment in hardware and software.The project research may improve Chenzhou STO logistics service quality and italso try to enhance the competitiveness of enterprises.