Identification Of Critical Services Resources Of Courier Industry Based On Demand Satisfaction

In recent years, with the driven of e-commerce, China’s express delivery industry develops rapidly. However, in many ways emerging courier services are unable to meet the surge in customer demands, and there have been many problems. How to meet the demand for courier services is directly related to the future development of the e-commerce industry and courier industry. The courier industry should change form simple and extensive development model to service designer to meet customer demands and make strategic plan, and distribute resource rationally.In order to study the critical resources impacting the demand fulfillment for services, we use the "needs-capacity-resources" mapping of courier service to determine the critical resource factors based on demand fulfillment for services. Firstly, analyzing the entire courier service processes based on the expanded application of service blueprint, extracting the courier service capabilities indicators and the courier service resource indicators; secondly, establishing an effective two-stage QFD recognition model, which will decompose express service demand by order to courier service resources, and identify the resources which play a key role in meeting the demand for services from many influencing factors, and sort key resource factors in order of importance. Triangular fuzzy numbers is used for processing a large number of fuzzy data, especially make a depth research of triangular fuzzy number applied to the house of quality matrix correction; then through the reverse simulation of different allocation of resources input, getting the customer demand satisfaction output to verify the validity of the two-stage QFD and identify factors rationality. This study attempts to determine whether the critical resources have significant impact on quality of courier services; if it does affect, then how deep it is. The above conclusions can provide scientific research methods to improve the satisfaction of the demand for courier services, and provide a theoretical basis for courier business management and customer relationship management.