Evaluation And Improvement Of Service Quality For The Third Party Logistics Enterprises Based On Key Performance Indication

Good service quality is the core competence of The Third-Party Logistics (TPL) enterprises. Good performance of the logistics is a very important guarantee for their existence and development, but there are a few relative quantitative study especially on the research based on the Key Performance Indication (KPI). This paper is studied the evaluation and improvement of service quality quantitatively focused on TPL and based on KPI.First, this paper is begun with the analysis of necessity and feasibility about the research, then simply expatiated on design practices, design thoughts and design tools about the quantitative service quality evaluation system for TPL, then it is combined with the research findings of forefathers about relative areas such as logistics performance system and TPL service quality system, established a set of quantitative service quality evaluation indexes based on KPI for TPL, then this paper is dealed with the indexes with conversion function to evaluate comprehensive service quality by being given different weights from different experts, be given a quantitative evaluation with the help of Value Analysis Methods. On improving the service quality, the paper is used effect and cause chat to analyze the factors between orders and receive progress that influence service quality in TPL and ranks those factors, then with the help of quality functions matrix, the paper is found the key factors to improve service quality. Lastly, taking as an example, the paper is applied the above evaluation study into Shenzhen ZJ Logistics Company, it is concluded four key factors that cause low service quality in this company, the four key factors are respectively: service quality managed by a specially-assigned person, quick reaction ability, quality of employee, service process tracking. The paper then is advised the feasible measures to improve its service quality.