A Decision Method For Improving Online Shopping Third-Party Logistics

With E-commerce and Internet economy developing rapidly, online shopping has been increasingly normalized. As one of the three core competitiveness of online shopping activities, logistics service capacity has been required increasingly by society and customer, it is essential for logistics companies and business platform to promote its quality. Most researches on the third-party logistics in academia nowadays are focused on evaluation system built and impact factors discussion, have not been implemented in the operational level yet, and there is only a few researches trying to use the systematic method to research the logistics service quality enhancement decision rule, thus determine the third-party logistics service quality factors priority. It is important for academia to rich the theory of this field and logistics enterprises to promote its service quality in real operational level by studying the systematic rules and method of improving online shopping third-party logistics service quality.Based on these, the major contents of this paper can be as follows:1. We carded online shopping third-party logistics service quality factors based on literature research, then used the Delphi method to initial screen these factors and initially built online shopping third-party logistics system. Thus, we examined these factors by issuing questionnaire and doing reliability test and factor analysis. Ultimately we draw the third party logistics service quality factors system including 3 dimensions and 25 indicators.2. Based on fuzzy theory, we quantifying improved Kano model, and used the improved fuzzy Kano model to classify service quality factors. Then we quantified satisfaction dimension and importance dimension by IPA analysis with fuzzy Kano model. Finally we integrated the fuzzy Kano model and the quantized IPA analysis to determine third-party logistics service quality improving decision method.3. The decision method was applied in Shentong logistics enterprise with empirical research in order to verify the reliability of this decision method, in addition to this,we got the results of Shentong logistics services quality improvement.The maininnovation are as follows:1. Theoretical content innovation. Most researches on online shopping third-party logistics in academia nowadays were focused on evaluation research and relationship between third-party logistics and customer loyalty, there were few researches on specific improvement strategies for logistics enterprises to systematically enhance their service quality. We explored the improvement decision rules of third-party logistics services quality to make up for the gaps in this research content.2. Kano model innovation. Kano model has been criticized by its subjective defects in application, while the biggest drawback of IPA analysis method is that we can only use it qualitatively rather than quantitatively. Therefore, we innovatively used fuzzy theory in model Kano and then combined fuzzy Kano model and IPA analysis to achieve quantization, thus proposed the combination of both Kano model and IPA analysis at the same time to resolve their own largestproblem.3. Online shopping third-party logistics service quality factors system innovation. In the selection of factors in this academic, we introduced partial return logistics service quality factors in addition to the classical LSQ model and SERVQUAL scale, thus made the whole system more complete.