Research On The Quality Evaluation Of Instant Delivery Services Based On System Dynamics

Influenced by the "stay-at-home economy","lazy economy" and online consumption habits,the instant delivery industry has developed rapidly,and with the competition and expansion within the industry,the corresponding negative problems have gradually emerged.Market competition is chaotic,employment relationship is unstable,there is a lack of industry mechanism,and unified service quality management standards have not yet been formed,resulting in uneven quality of instant delivery services,high order delay rate during peak periods,leakage of consumer privacy information,damage to delivery goods,and poor attitude to delivery services.Consumer complaints and dissatisfaction are increasing.Therefore,the quality of instant delivery services has become an urgent problem for instant delivery companies,and the research is of great research value.Based on the above background,this paper first analyzes the research results of instant delivery service quality based on the current research status at home and abroad,determines the feasibility of combining service quality evaluation and system dynamics,and introduces the relevant theoretical knowledge used in this paper.Then,this paper analyzes the development history and current situation of the instant delivery industry,briefly introduces three different operation modes,and then determines the main body and influencing factors of instant delivery service quality based on literature review and reference to consumer reputation.Secondly,with reference to the SERVQUAL model,the influencing factors of just-in-time delivery service quality are comprehensively analyzed,and the dimensions are added,deleted and redefined,and finally five dimensions of the just-in-time delivery service quality model are determined,including reliability,responsiveness,assurance,empathy and safety.The influencing factors of various aspects are determined by the determination of dimensions and subjects,and finally the real-time delivery service quality evaluation index system is constructed,and the system dynamics model is established with this system as a reference.The model is applied to the Q site,and the real data of the Q site is used for simulation,and trend analysis,sensitivity analysis,and policy experiment analysis are used.Through the simulation results,it is concluded that the improvement of training and reward and punishment system and the improvement of information technology have a significant effect on the quality improvement of instant delivery service,among which the improvement effect of training and reward and punishment system improvement in the same time is better than that of information technology improvement,and according to the actual situation,six different improvement schemes are set to provide a decisionmaking basis for Q site by comparing the improvement effect with the unit input-output ratio.Based on the research on the quality of just-in-time delivery service based on system dynamics,this paper concludes that(1)there are differences in the influence of different service subjects on the quality of just-in-time delivery service;(2)There are differences in the improvement of information technology and the improvement of training and reward and punishment systems in the improvement of the quality of instant delivery services;(3)The improvement of the quality of just-in-time delivery services will have complex changes to itself and other factors.According to the research conclusions,a series of targeted suggestions are put forward,including increasing investment in employee training,establishing and improving the reward and punishment system,establishing a flexible assessment mechanism,equipping special information equipment,optimizing intelligent systems,and improving information technology.