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The Appraisal and Improvement on Service Quality of Third Party Logistics Enterprise

Author: ZhangChaoHe
Tutor: ZhangLiJie
School: Xi'an University of Science and Technology
Course: Management Science and Engineering
Keywords: Third Party Logistics Enterprise Grade of Service Customer Sensation Operation Quality
CLC: F259.23
Type: Master's thesis
Year: 2011
Downloads: 603
Quote: 1
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Abstract


Along with the aggravation of the world integration process and the unceasing refinement of the market division, the third party logistics, which is an advanced enterprise business model, has the very formidable propelling force to the management and development of other enterprises. It is, however, the quality of service that is core competitiveness of the logistics enterprise. The development of logistics profession in our country was still at undeveloped phase, especially the northern area where still has the problem restrict the development of TPL enterprise, such as lower service quality, smaller scale of the enterprise and so on. Therefore, it has become one of most important topics which the numerous scholars are studying. That is how to improve the service quality of TPL enterprise, and how to impel the development of TPL in our country.This article has elaborated the service characteristic, the grade of service characteristic, the grade of service sensation, the theory of the customer sensation service, the characteristic of the modern logistics, the third party logistics as well as correlation theories of the logistics operation. It has also discussed development condition of the third party logistics enterprise and analyzed to the logistics development of the domestic and foreign present situation. This paper also analyzes influencing factors of service quality in the logistics enterprise both in the customer sensation service quality and the logistics enterprise operation quality. That is based on the problem existed in the our logistics enterprises which has been pointed before. Refers to Spiros Gounaris the NDSERV meter, it carries on the appraisal to the third party logistics enterprise quality in the hard process quality, the soft process quality, the latent quality, the result quality and so on totally four aspect 40 targets.This paper has established the service quality evaluation model of logistics enterprise, which takes Shanxi Sifang logistics company as an example. According to the actuality of the company, it appraises the service quality of the logistics company through Analytic Hierarchy Process. Finally according to the appraisal result and experience in appraisal and improvement, it seeks for the insufficiency which exists in the actual logistics service quality, as well as the rationalization proposal that could further improve the enterprise logistics service quality. The results of this paper will be helpful to third party logistics enterprise to look for the insufficiency of company both in the inside and outside and the basic reason why the customs are not satisfied with the service of the company. It also has certainly use for reference to the improvement of enterprise service quality.

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CLC: > Economic > Economic planning and management > Material economic > Countries in the world material economy > China > Supplies business and management
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