Research on Quality Assessment and Improvement Strategies for SC Express Logistics Services Based on the SERVQUAL-IPA Model

Abstract

With the growth of the e-commerce industry, competition in the express logistics sector has shifted from price competition to service competition, particularly in high-end time-sensitive express services, which have become a focal point for major courier companies. As a leading provider of large-item express delivery and high-end time-sensitive services in China, SC Express largely outsources its air express operations to reduce operational costs, though this approach has also led to a series of service quality issues. This study selects SC Express as a research case, employing the SERVQUAL service quality model and the IPA (Importance-Performance Analysis) methodology to establish a service quality evaluation framework encompassing five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. A questionnaire survey was conducted to collect consumer perceptions for an empirical analysis of the company's logistics service quality. The results indicate that SC Express has failed to fully deliver on its promises regarding delivery timeliness, has not achieved impeccable cargo safety standards, and exhibits slow response times during emergencies—issues fundamentally attributable to its outsourcing of these operations to third-party airlines. Based on IPA findings, this study proposes recommendations focusing on outsourcing partner management, information system integration, and service process optimization, offering actionable insights for enhancing SC Express's service standards and competitiveness, as well as providing valuable references for other courier companies adopting outsourcing strategies.