Crowdsourcing Logistics Service Quality Evaluation Based On System Dynamics

With the development of lazy economy and home sercive, self-built logistics team has not satisfied the rapid growth of online orders. Corwdsourcing logistics becomes a kind of new mode of city distribution gradually, because it can maximize the use of social idle resources, improve the work efficiency, and reduce the operational cost. But the rapid development trend is also associated with many negative issues, including no one answer the orders, information leakage, damage of goods, and so on. At present, the competition of crowdsourcing logistics is very intense because of the lack of industry regulation. There is no unified crowdsourcing logistics service quality management standard in market. The dissatisfied and complaints from customers also ensue. As a result, the problem of logistics service quality has become one of the most limits of the sustainable development of crowdsourcing logistics enterprises. The research on the evaluation of crowdsourcing logistics service quality has highly research value.Based on these situations, this dissertation studies on the evaluation of crowdsourcing logistics service quality by buliding a crowdsourcing logistics service quality evaluation system dynamics model and simulating it. First of all, this dissertation considers the uncontrollability and challenged security of crowdsourcing logistics service, which is different from traditional logistics, to analyze the influence factors of crowdsourcing logistics service quality. Secondly, five new demensions of the crowdsourcing logistics service quality evaluation are determined through analysising the process and content of crowdsourcing logistics service, and consulting the dimensions of SERVQUAL model. They are reliability, responsiveness, assurance, empathy, and security. With the perspective of system analysis, combined with the LSQ model and the main body of logistics service, the crowdsourcing logistics service quality evaluation system is divided into three subsystems:information service quality, customer center services quality and logistics process service quality. Crowdsourcing logistics service quality evaluation indexes are determined. Then, using the determined evaluation indexes as the system variables, this dissertation sets up a comprehensive crowdsourcing logistics service quality evaluation system dynamics model and three subsystem models. In the end, the built system dynamics model is applied to A Company. It simulates the crowdsourcing logistics service quality evaluation system dynamics model by using collected data. Make trend analysis, sensitivity analysis and experimental analysis of policy according to the simulation results. It can be the reference and decision-making basis when A Company improves its crowdsourcing logistics service. At the same time, the empirical analysis proves the scientificity and operability of the model. The system dynamics model of crowdsoucing logistics can be continuously correct and perfect in the application.