| With the rapid rise of China’s e-commerce industry,the logistics industry has also entered a period of rapid growth.In 2022,China’s total social logistics reached347.6 trillion yuan,up 3.4% year on year.At the same time,the proportion of the total social logistics cost in the national GDP is also declining year by year,and among the cost of transportation service accounts for more than 50%.The trend of total social logistics in China is behind the expanding logistics demand,which also drives the development and growth of China’s logistics industry.However,under the background of the national capacity reduction,structural adjustment and improving economic operation efficiency,it is imperative to implement the strategy of "reducing cost and increasing efficiency" in the logistics industry.As a modern complex service industry in China,logistics is not only closely related to the traditional industrial production industry,but also closely related to the social consumption and other fields,which enables the logistics industry to seize the better economic development opportunities in China.But at the same time,some logistics enterprises have high logistics costs,logistics service quality level and logistics service efficiency.Therefore,it is necessary to conduct theoretical and practical research on the main influencing factors of logistics service quality level,and establish a scientific and reasonable logistics service quality evaluation system.This will contribute to the improvement of service quality of logistics enterprises,improve customer satisfaction,reduce the complaint rate of enterprises,and enhance the core market competitiveness of enterprises,promote the benign development of China’s logistics enterprises have practical significance.The M logistics company was selected as the research object.First of all,the research on service quality of logistics enterprises is analyzed and summarized,and the research methods on service quality of logistics enterprises are expounded and summarized.Then,the conceptual theories of logistics service quality and customer satisfaction are introduced,and the SERVQUAL(service quality)model and LSQ(logistics service quality)model are introduced,and some common influencing factors in logistics service quality are found.Then,through the field investigation,I understood the service quality and operation status of M Logistics company,and analyzed the problems existing in the service quality of it.Then combined with the investigation of M company,combining SERVQUAL model and LSQ model,the M company logistics service quality is divided into reliability,economy,sex,tangible,empathy,responsiveness,informative six dimensions,and under the six dimensions into twenty-three small indicators,build the M company logistics service quality satisfaction model,determine the more reasonable evaluation system.The questionnaire was designed according to the constructed model,and the data were analyzed.The hierarchical analysis method and CRITIC method were used to obtain the subjective and objective weights of each index,and the two weights were coupled to get a scientific and reasonable comprehensive weight.Through calculation,the factors affecting the quality of logistics service were found.Then,the cost of M Company was optimized according to the improved weights.Finally,the improvement methods are proposed to solve these problems of the company.According to these suggestions,the improvement can effectively improve the logistics service quality and customer satisfaction of M company,so as to enhance its competition level.At the same time,it can provide reference for the development of other small and medium-sized logistics enterprises. |
