The Logistics Service Innovation Research Based On Customer Demand-driven

Service innovation is the driving force for the development of the service industry, and the research of innovation services promoting the development of the service sector. The logistics business as a part of services is an important sector of services. With the further development of the economy, the demand for logistics becomes more diversified and personalized, so how to accurately identify customers’ demand and innovative the service became an important problem of logistics companies.Firstly, this thesis analyzed the driving force and model of the innovation for logistics service, which has found customers demands are the fundamental driving force of logistics service innovation. By the study of Quality Function Deployment(QFD) and 4D Service Innovation Model analysis, the thesis set the Quality Function Deployment(QFD) Quality house as the model infrastructure of customer demandoriented Logistics Service Innovation, then this thesis establish a innovation index system based on the 4D Service-model. When collecting fuzzy relation matrix of customer demand, we use the interval fuzzy number to accurate the customer demand relationship, and with a new method counting the weight of fuzzy reciprocal matrix.Finally, collected data of a logistics company was inputted to customer demanddriven logistics service innovation model, based on innovation output index weight heavy and the problems the company facing, the company proposed service innovation content and style.By the research on the logistics service innovation, this proposed the logistics service should innovate based on customer demand. It can be provided the criteria of identifying for the logistics companies, which using interval fuzzy number evaluation method for evaluating customer needs, and through customer demand-driven logistics service innovation model to transform customer demand to innovation indicators.This thesis provides a more accurate method based on customer demand for logistics service innovation which has reference value for the sustainable development of logistics enterprises.