Study on the evaluation of logistics service quality in SF Company

Abstract

With the intensification of competition in China's logistics industry, service quality has become a key element in the core competitiveness of enterprises. This paper takes SF Express as the research object and systematically analyzes its logistics service quality performance and optimization path by constructing a multi-dimensional evaluation system. Based on the theoretical framework of SERVQUAL model and the characteristics of the logistics industry, the study establishes an evaluation system containing five primary indicators and 18 secondary indicators of timeliness, reliability, responsiveness, economy and sustainability. Adopting a mixed research method, integrating questionnaire survey data (3,268 valid samples covering 28 provinces nationwide), enterprise operation data (SF's 2023 next-day delivery rate of time-sensitive pieces of 98.5%, and the time to respond to customer complaints of 2.1 hours), and industry benchmarking data (the State Postal Bureau's 2023 complaint rate of 0.14 complaints per million pieces), we use the Analytic Hierarchy Process (AHP) to determine The weights of the indicators (0.31 for timeliness and 0.28 for reliability) were determined by using Analytic Hierarchy Process (AHP), and a composite score of 83.6 (percent) was calculated by the fuzzy comprehensive evaluation method. The study found that: SF has significant advantages in air capacity guarantee (84 all- cargo planes) and application of intelligent logistics technology (automated sorting center that handles 1.5 million pieces per day), but there are problems such as insufficient standardization of end-of-line services (regional satisfaction difference of 12.7%) and high cross-border logistics costs (single-ticket cost is 28% higher than the average value of the industry). The positive correlation between service quality and customer loyalty is verified by regression analysis (β=0.67, p<0.01), and it is proposed to improve the quality of logistics services in three aspects, namely, perfecting the service system, improving the relationship between the enterprise and the customer, and improving cross-border logistics services. The results of the study provide quantitative decision-making basis for the improvement of service quality of logistics enterprises, and have practical reference value for the standardization construction of the industry.