A Study On The Customer Service Quality Of Geodis Supply Chain(Shenzhen)Ltd.

Since China became one of the members of WTO 15 year before,China economy has been replaced from traditional planned economy to a market economy slowly.In current market economy,the service economy is one of the shinning industry.It can be seen from the transformation of traditional production and marketing enterprises,product quality and prices have been not the only marketing focus.To the third industry,the importance of service quality is more than traditional production and marketing enterprises,and which has become the cornerstone of the successful marketing and sales.Modern logistics industry can be said to be a typical representative of the third industry.Geodis implement strategy of customer segmentation and integration advantaged resources throughout the supply chain;provide end to end and cross-party logistics service.In seiz ing market opportunities,Geodis walks in front of the whole of China.However,customer service quality improvement in the new field of this kind of environmental,Geodis always encounter many challenges and problems.This paper focuses on the studies of the quality of service to Geodis customers.Study is first based on the definition understanding of customer service quality,measurement of customer satisfaction,quality of service,customer expectations,and other basics of perception,combined with Geodis existing business model.After that,according to 5 dimension of SERVQUAL,design Geodis SERVQUAL scale,and develop appropriate survey program to ensure accurate and complete survey structure.After collection of questionnaires and by scientific methods,analyze the credibility and effectiveness of the questionnaire.If credibility is not high or ineffective,those will be removed from the questionnaire.Then analyze the survey results,specify Geodis existing problems of service quality.Finally,according to analysis of the conclusions of this paper,prioritize the main issues,and provide potential countermeasures to improve the quality of services.Point out the limitations and future research direction of this paper.In this paper,"expectation-perception" model is treated as the main theories and methods,and Geodis customer service quality is the study scope.Try to analyze the key factor impacting the customer service in the special environment which there is no any real example can be shared.Hope this also can p rovide reference to the fourth party logistics service companies like Geodis in future.