Service Quality Of Logistics Terminal Based On PZB Gap Model

At present,logistics services are ubiquitous in people’s lives and have become indispensable.The logistics industry bears the nature of a service industry,and its service quality is directly related to the development of the enterprise itself.From the perspective of the supply chain,there are many upstream and downstream enterprises,but the division of labor is different.The logistics terminal is at the end of the supply chain,but it occupies a pivotal position in the activities.The service object of the terminal is the customer(consumer),which aims to deliver items to the customer on the terminal node to meet the customers’ needs.For consumers,the direct and only link is the logistics terminal service.With the continuous improvement of people’s living standards,the requirements for the quality of logistics terminal service are also becoming higher.Therefore,to build a scientific and reasonable evaluation model,improving the service quality of logistics terminal enterprises is imminent.Based on this background,this paper selects Dali ZY Express Company as the case of empirical research,adopts literature research,mathematical analysis,and other methods,starts from the perspective of customer expectations and perceptions,uses the PZB service quality gap model theory,and the revised SERVQUAL five-dimensional evaluation scale For theoretical support,combine with the current state of development of ZY Express and the focus of consumers on logistics in recent years,and determine the most likely factors that affect the quality of ZY express service at present.Based on the research conducted by scholars at home and abroad,seven dimensions suitable for evaluating the service quality of ZY Express were constructed,with a total of 30 index evaluation of models.The author used the constructed evaluation model to conduct a questionnaire survey of the case sites.Descriptive statistical analysis,factor analysis,gap value analysis,etc.were performed on the collected primary data.The weights extracted by the principal component method are substituted into the formula to calculate the final score of ZY express service quality.Combined with the IPA matrix method,we have found out the current problems in the service quality of ZY Express.And put forward targeted improvement measures.To understand the improvement effect of ZY express service quality improvement measures,the author used the same questionnaire as before made a return visit to some of the customers who participated in the questionnaire before.The results of the return data show that the overall and various dimensions of satisfaction have improved to a certain extent,which shows that ZY Express’ s plan to improve service quality is effective and feasible.This paper draws the following research conclusions:(1)The evaluation model constructed in this paper,through mathematical statistical analysis,verifies that the evaluation scale can be effectively applied to the evaluation of ZY express service quality.(2)Through the gap analysis,it is found that SQ < 0,that is,the overall score of the perceived service gap is less than zero,indicating that the service quality level of the logistics terminal of Dali ZY Express Company is far from the customer’s overall expected service There is still a gap in the quality level,especially in the dimensions of safety,empathy,and economy.There are significant differences.(3)Through the gap mean value comparison chart,the gap values are sorted from high to low: safety,empathy,economy,responsiveness,reliability,tangibles,and assurance.(4)Based on the IPA quadrant analysis chart,the author concludes three dimensions of responsiveness,empathy and security in the area of high expectations and low perceptions,which should be given great importance and improved by managers of ZY Express.(5)The service quality evaluation system of Dali ZY Express Company constructed in this paper,the operator of ZY Express can conduct irregular evaluations,and compare the evaluation results horizontally and vertically,to keep abreast of the current situation quality level and to make reasonable predictions on the future development trend of logistics,continuously improve service levels,and promote the sustainable,healthy and high-quality development of China’s logistics industry.