Research On The Improvement Of Service Quality Of Third Party Logistics Of Maersk Shenzhen

With the increasingly fierce competition in international markets,especially since the outbreak of the Sino-U.S.Trade war in 2018,the volume of international export freight has continued to decline,and the profit margins of third-party logistics companies have gradually decreased.No matter how viable,only by improving the quality of logistics services can we win the market.The Maersk Group’s third-party logistics business mainly serves customers of the top 500 overseas well-known brands,including retail brands,apparel brands,sports brands,and toy brands.According to the results of the questionnaire survey,Maersk Logistics Shenzhen ’s current customer perceived service quality is 3.35points,which is still a certain distance from the target 5 points.Based on this,how to scientifically analyze the problems in the logistics service of the enterprise and help the enterprise improve the quality of logistics service,Improving customer satisfaction,these are Maersk’s urgent problems to be solved.This article takes Maersk Shenzhen as the research object and aims to improve the quality of Maersk’s logistics services.This paper adopts literature research methods,questionnaire survey methods and other research methods.Firstly,it investigates the status of Maersk’s service quality,and selects the service quality gap model as the theoretical basis of this study.Secondly,through the internal service indicators of Maersk Shenzhen Third Party Logistics,analyze the data of Maersk’s indicators and summarize the problems in its service quality.Thirdly,according to the results of the service quality questionnaire survey and the service quality gap model theory,the manager’s cognitive gap,quality gap,service performance gap and marketing communication gap are analyzed in depth to analyze the causes of service quality problems.Then,through the service quality gap model,from the perspective of narrowing the manager’s cognitive gap,quality gap,service performance gap and marketing communication gap,formulate an improvement plan that is consistent with improving the quality of Maersk’s Shenzhen third-party logistics services.Finally,the paper puts forward service quality improvement plan and guarantee to ensure that the plan can be implemented,so as to improve customer satisfaction and experience.The conclusion of this paper can be used for reference to improve the service quality of Maersk Shenzhen and the whole logistics industry.For Maersk Logistics Shenzhen,it can retain core customers by improving the quality of logistics services,and it can bring certain reference value to other logistics companies in the industry.