| As part of China’s modern complex service industry,the logistics industry is not only closely related to the traditional industrial production industry,but also closely linked to various fields such as social consumption.While bringing better economic development opportunities to China,logistics companies also face several key issues,including high logistics costs,low logistics service quality and low logistics service efficiency.company A is a large international logistics company that occupies a relatively leading position in the logistics industry.However,the company still faces several challenges such as untimely distribution management,frequent loss of goods,low comprehensive professional quality of logistics service personnel and complicated complaint handling process.Therefore,Company A urgently needs to establish its service quality system and investigate the problematic factors in logistics service quality management.This will help analyze the problems and causes of logistics service quality management in Company A and put forward targeted improvement suggestions to improve the company’s logistics service quality management and thus improve its logistics competitiveness.This paper takes A logistics company as the research object,and integrates the service quality related theories to evaluate and improve its service quality.Firstly,through the field survey,we understand the overall operation and logistics service process of A logistics company,and based on LSQ and SERVQUAL model,we combine the hierarchical analysis method and expert opinion solicitation results to realize the comprehensive construction of service quality assessment system of A logistics company;again,we use the fuzzy comprehensive assessment method to make a comprehensive assessment of the customer questionnaire research results,and find that A logistics company lacks the ability to provide differentiated We found that A logistics company lacks the ability to provide differentiated services,lags behind in considering customers’ interests,inaccurate identification of customers’ needs,slow response time of business processing,unreasonable service price setting,low service cost performance and other problems.According to the evaluation results,this paper summarizes and analyzes the main reasons for the problems of logistics company A:insufficient attention to customer interests,imperfect operation management process,insufficient standardization of customer service,lagging logistics information tracking and after-sales service,and backward monitoring mechanism and accountability audit mechanism,etc.;then,in response to the above problems from the aspects of customer service,operation management,customer service management,logistics tracking and service supervision Finally,in order to ensure the effective implementation of the strategy,this paper proposes the guarantee measures such as improving the infrastructure,upgrading human resources,strengthening the construction of intelligent logistics,and forming a customer-centered company culture.The findings of this paper are conducive to improving the service quality of A logistics company,which is of positive significance for reducing its customer complaint rate and improving customer satisfaction.It has a reference value for the service quality assessment and improvement pages of other similar local logistics companies. |
