Research On Customer Demand Of Shipping Logistics Enterprises Based On Kano Model

Shipping logistics industry is an important basic industry for economic and social development.Global trade and transportation are mainly completed by shipping.China’s trade and transportation are more dependent on shipping.The scale of shipping logistics companies’ customers is very large,and the types of customers and distribution areas are both strong.With the widespread implementation of flexible manufacturing production models and the emergence of intelligent manufacturing concepts such as Industry 4.0 and Industrial Internet,the demand for personalized shipping logistics services has emerged and is growing rapidly.Therefore,it is particularly urgent to study the functional requirements of users for shipping logistics services in the current society.In order to provide shipping logistics services that meet customer needs and maximize the satisfaction of shipping logistics companies,this research provides a method for demand identification and analysis of the importance of demand based on the integrated Kano model.First,analyze the role of customer needs in the development of shipping logistics services from a theoretical perspective.Then,through in-depth research on domestic and foreign scholars’ literature and interviews with customers,the content of customer needs for shipping logistics services is obtained,and then Kano The model designs a comprehensive questionnaire for the principle.According to the data results,different types of enterprise customer demand categories are drawn,and the satisfaction of customer needs is further calculated,and the satisfaction changes behind the needs are analyzed.Finally,the demand ranking is given based on the comprehensive importance function.Case studies in Southeast Asia routes show that customer demand has three important roles in the development of shipping logistics service technology.Consignor trading companies and freight forwarding companies have different liner service requirements.First of all,the emergency handling capability of shipping logistics companies is very important to two types of customers,and ranks in the forefront of liner service indicators;the most important liner service indicator that affects shippers is the on-time rate,which can ensure the arrival time of the company’s cargo and improve it.The company’s knowledge and credibility;while freight forwarding companies pay more attention to freight rates,shipping logistics companies can formulate flexible pricing mechanisms to increase the stickiness between the two parties.On the other hand,because all kinds of customers lack overseas logistics resources,they are more looking forward to services such as destination port(foreign)customs declaration and inspection services,destination port unpacking,overseas warehousing and distribution,land transportation,etc.,so companies can expand their goals in Southeast Asia in a timely manner Local logistics and other full-process logistics services improve the satisfaction and dependence of customer companies.The research results can provide a reference for shipping logistics companies on Southeast Asian routes,thereby improving the growth of customer satisfaction income,and have important reference significance for the development of shipping logistics companies.