Research On Service Quality Evaluation Of Logistics Enterprises Based On SERVQUAL Model

In recent years,China's logistics industry has developed rapidly,with more specialized and more efficient logistics forms such as SF,Yuantong,Shentong and other specialized logistics,which have gradually emerged in the public's field of vision and occupy a market.However,in China,although the development of the logistics industry is just right,there are still many problems.Many enterprises have low Informatization level,lack of standard service specifications,and cannot provide logistics services to customers in a timely and accurate manner.The service quality and service efficiency are low.So how to effectively find out the measurement method and point out the problems in the quality of service is the key point for urgent research.This paper conducts related research on the service quality evaluation model of logistics enterprises,aiming to provide reference for the development of China's logistics industiy.The main work done is as follows:(1)It analyzes the research background of the topic and the significance of the research and Innovation of research,collects and organizes the relevant theoretical review,including the definition of service and the connotation and characteristics of service quality,the evaluation model and evaluation method of logistics service quality.(2)This paper constructs the logistics service quality index system and the logistics service quality evaluation model.With reference to the SERVQUAL and LSQ evaluation models,combined with the characteristies of the logisties industry,the service quality evaluation system of logistics enterprises was constructed from the aspects of tangibility,reliability,responsiveness,empathy and economy.The first-level indicator and the second-level indicator are designed,and the reliability test and validity test are carried out on the indicator,and then the screening and improvement are carried out to form a formal questionnaire design.The service quality evaluation model based on SERVQUAL model is constructed.The qualitative and quantitative analysis are combined.The weight of each first-level indicator and the second-level indicator is determined by using the analytichierarchyprocess,andtheconsistencytestiscairiedout.(3)Combined with the fuzzy comprehensive evaluation metho.d,the three logistics companies were analyzed by examples,and the comprehensive evaluation value of logistics service quality was obtained,which made a reliable and effective evaluation of the logistics service quality of the enterprise,and proposed related improvements.