Research On The Optimization Strategy Of Logistics Service Quality For Yuanhang Bulk Cargo Terminal Company Of Tianjin Port

With the development of China economy, the logistics industry is facing a stage of rapid development. Logistics, as a new economic growth point of national economic and social development, plays an important role. The quality of logistics service optimization problem has received more attentions. In recent years, in order to adapt to the new requirements of modern logistics, more and more logistics enterprises in our country are actively getting close to customers, focusing on the demands and interests of customers and trying to meet customer demands, and therefore they could benefit from efficient and high-quality customer service. However, in the process of logistics service, quality has always been a major problem that brings difficulty to many logistics enterprises, as well as a major factor that influences the relationship between logistics enterprises and customers. How to increase the service quality of logistics enterprises and create the long-term competitive advantage of logistics enterprises have become a major problem which needs to be solved urgently for modern logistics enterprises.This dissertation studies the service quality improvement and logistics service quality evaluation of logistics enterprises, analyzes the connotation of logistics service quality of logistics enterprises and then discusses the necessity of logistics service quality research. Moreover, this dissertation puts forward the establishment principle of evaluation indexes of logistics service quality, and employs the SERVQUAL model-based to measure logistics service quality. This dissertation further explores GAP model-based and TQM-based improvement methods of logistics service quality, then analyzes the characteristics of the two methods.On the basis of theoretical analysis, the dissertation analyzes the actual situation of Yuanhang Bulk Cargo Terminal Company of Tianjin Port(YBCTCTP). By analyzing the current situation and existing problems of logistics service quality of YBCTCTP, the dissertation finds the reasons of logistics service problems, and presents the optimization strategy of logistics service quality of YBCTCTP. According to the concrete condition of the current stage of YBCTCTP, the dissertation evaluates the logistics service quality by SERVQUAL-based model, and comprehensively calculates each index of service quality by AHP method. And then, this dissertation analyzes the logistics service quality of YBCTCTP by GAP-based model, and improves its logistics service quality based on TQM theory. At last, the dissertation conducts optimized analysis on the performance of logistics service quality of YBCTCTP, proposes a BSC-based performance optimization method of logistics service quality, establishes the BSC performance indexes, and conducts systematic optimization of the performance of logistics service quality of YBCTCTP. At last, the main conclusions and research prospects are put forward.