Research On Service Quality Gap And Bridging Of X Cross-border E-commerce Logistics Enterprises

The development of international logistics in our country is late,the level of logistics is relatively low,and there are various problems.After rapid development in recent years,cross-border e-commerce industry has gradually become compliant and competition has intensified.Cross-border e-commerce logistics greatly affects the experience of consumers and becomes one of the factors affecting the competitiveness of cross-border e-commerce sellers.X Company is the leader of cross-border e-commerce logistics industry,but it has been in a crisis of reputation recently.In the competitive environment of cross-border e-commerce logistics,it is very important to improve the competitiveness of X company,satisfy customers,increase profits and gain a larger market share.In the fierce competition in the industry,the strategy of general profit yield and low price has been used,which will not be sustainable in the future.The key is to improve the service quality,improve the service competitiveness of the company,meet the needs of the development of cross-border e-commerce,and promote the development of the whole industry.This paper takes the service quality of X enterprise as the research object,selects the service quality gap as the theoretical basis,and uses 5GAP model as the analysis framework.Firstly,through questionnaire survey and model measurement,the current service quality of X enterprise is-0.22.Secondly,to find out the root cause of the gap in service quality,consult internal information and analyze the first four gaps in combination with the interview method,explore the whole process of service provision and analyze the specific reasons for the gap.Finally,the service quality gap bridging strategy is used to narrow the service quality gap of X enterprise.When the service quality gap model is applied to analyze the service quality of X enterprise,it is found that there are problems in the supplier gap: the gap in managers’ cognition,quality standard,service delivery and customer communication,especially the gap in managers’ cognition.In view of the problem,it is suggested that enterprises should strengthen the contact and communication with customers,clearly understand the needs and changes of customers,and change the trading relationship with customers into partnership;Enterprises communicate with front-line personnel who serve customers in domestic demand and reach a consensus: to serve customers and make customers satisfied as the criterion.At the same time,multiple departments should cooperate and communicate in the provision of services.Managers need to create conditions for this,strengthen the communication between multiple departments,try to narrow other gaps,improve service quality,enhance customer satisfaction,and improve the core competitiveness of enterprises.The object of this study is a specific enterprise case.After analyzing the current situation of the service quality of the enterprise and the root cause of the gap,specific optimization strategies are provided for X Company to bridge the gap and improve the service level,which is helpful for the company to enhance its competitiveness and comprehensive strength and comprehensively improve the service quality.In this way,the cross-border e-commerce logistics services to obtain greater market share and economic benefits.This paper has a certain reference for the development of other companies in the cross-border e-commerce logistics industry,and it will promote the development of the cross-border e-commerce logistics service industry in China,which will help speed up the going to sea and branding of Chinese e-commerce products.