Research On Modularization And Quality Improvement Decision Of Express Logistics Service

With the transformation and upgrading of the economy,the logistics service industry accounts for a growing proportion of the market economy.Under development of the Internet,the society has also put forward higher requirements for logistics services.Logistics services cannot meet the individual needs of customers,and many problems have come out.Problems such as low distribution efficiency,damage to external parts,and misdelivery of distribution occur frequently,and these problems have become a major obstacle to the development of express logistics companies.Therefore,the improvement of service quality is the only way for the continuous development of the express logistics industry.However,at present,the research on the quality improvement of express delivery service is aimed at the entire service quality,ignoring the precise improvement of the local quality of the service.In view of this,this paper proposes a logistics service quality improvement decisionmaking method for tangible services with processes,and follows the research idea of “service quality evolution analysis-customer requirement analysis-service quality improvement”.Taking customer needs as the starting point,we will focus on the evolution of service quality,service modularization,and the improvement of service quality under the modularization of service services.Using the combination of theoretical research and empirical analysis,the research on the decision-making method of service quality improvement is carried out.The main work is as follows:(1)Exploring the evolution process of service quality,constructing the process model of service quality through the analysis of service quality connotation and the formation of dynamic mechanism analysis,system structure decomposition and system support.Based on the infectious disease model,the evolution of service quality is simulated and analyzed.It is proposed that the evolution of service quality is mainly affected by customer demand perception.(2)The three-dimensional Kano model is constructed to quantitatively analyze customer demand analysis.The customer demand reclassification method and customer demand importance calculation method under three-dimensional Kano model are proposed.The customer satisfaction is calculated quantitatively through customer satisfaction fitting analysis.Based on the service modularization theory,the fuzzy clustering of the service process is modularized,and the satisfaction and importance of the service module are transformed through the satisfaction and importance of customer demand,and the importance degree is corrected by using DEMETAL;The service quality improvement decision-making method,the priority of the service module is clarified,and the service quality is accurately improved.(3)Using empirical research to analyze the express logistics service for a certain enterprise,research the service quality,sort out relevant data,adopt the service quality improvement decision model method,discuss the modularization of express logistics service,analyze the quality improvement decision priority.Verify the practicality and feasibility of the research results.In this paper,the three-dimensional Kano model is constructed,and the theory of infectious diseases in biological sciences is introduced.In the research content,the theoretical research on service modularization and service quality improvement is expanded,which provides theoretical basis and practical basis for improving logistics service quality.