Research on Logistics Service Quality Evaluation of Company X
Yin, Yilong (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025052214399
https://urn.fi/URN:NBN:fi:amk-2025052214399
Tiivistelmä
With the rapid development of e-commerce and the growing expectations of consumers, logistics service quality has become a key competitive factor for logistics companies. However, many enterprises still lack systematic frameworks for evaluating and improving their service performance. This study aims to develop a comprehensive logistics service quality evaluation system tailored for a Chinese logistics provider.
The research adopts a mixed-method approach by combining SERVQUAL and LSQ models with Analytic Hierarchy Process (AHP). A questionnaire survey was conducted with over 460 B2C customers across sectors such as e-commerce and retail. Results revealed strong performance in service timeliness and employee professionalism, while areas such as service flexibility and IT support require enhancement.
This study provides both theoretical and practical value by offering a data-driven framework that logistics companies can apply to assess and improve their service quality. The findings can inform decision-makers in the logistics industry and contribute to broader digital transformation strategies.
The research adopts a mixed-method approach by combining SERVQUAL and LSQ models with Analytic Hierarchy Process (AHP). A questionnaire survey was conducted with over 460 B2C customers across sectors such as e-commerce and retail. Results revealed strong performance in service timeliness and employee professionalism, while areas such as service flexibility and IT support require enhancement.
This study provides both theoretical and practical value by offering a data-driven framework that logistics companies can apply to assess and improve their service quality. The findings can inform decision-makers in the logistics industry and contribute to broader digital transformation strategies.