Study Of Logistics Service Performance Level Based On Customer Perception And Competence

As competition has become intense in logistics markets, companies realized they must meet customers' needs if they want to be successful. As different customers often have different needs, how to provide proper logistics services to different customers is a key problem for the logistics service provider.After study of academic articles, this paper finds that provide proper logistics services level is an important way to improve the enterprise's competitiveness, and the proper logistics services level needs the support of competence. This paper established logistics services evaluation index system form the customers' point of view and competence system for the enterprises', a qualitative analyses is also made. Furthermore, based on the market share of logistics service providers, a model of analyzing logistics service performance level was established by using the grey relational analysis (GRA) method, which could analyze customers' behaviors and identify the key factors that affect customers' choice. And a structural equation modeling was also established to analyze the quantificational relation between competence system and evaluation index system, by which companies could improve their logistics competence on purpose that they could provide logistics services that meet the need of customers. An internet-based express industry is given as an example to verify the validity of the proposed models.