Research on Improving Service Quality of Logistics Enterprises Based on KANO Model

DOI

10.2991/icssed-19.2019.63How to use a DOI?

Keywords

Logistics Services, KANO model, service quality, customer satisfaction.

Abstract

Based on KANO model and relevant theory, employing interview method and questionnaire survey method, this paper analyzed and classified the influencing factors of service quality of logistics enterprises, and ranked the importance of each influencing factor by calculating the better coefficient of each influencing factor. It was found that customers believe that door-to-door pick-up, online self-service, goods delivery timeliness, cargo safety and convenient payment mode are the Must-be Quality of logistics services. Good service attitude, professionalism of staff and humanized complaint procedure complaint procedures are the One-dimensional Quality. Personalized service and comprehensive after-sales are provided as Attractive Quality. Good office environment and uniform dress of employees are the Indifferent Quality. To improve the service quality of logistics enterprises, it is necessary for enterprises to realize the One-dimensional Quality and develop the Attractive Quality on the basis of improving the basic attributes. It is necessary to focus on customer needs and to develop personalized and intelligent.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Zhang Dandan
PY  - 2019/05
DA  - 2019/05
TI  - Research on Improving Service Quality of Logistics  Enterprises Based on KANO Model
BT  - Proceedings of the 2019 4th International Conference on Social Sciences and Economic Development (ICSSED 2019)
PB  - Atlantis Press
SP  - 341
EP  - 344
SN  - 2352-5398
UR  - https://doi.org/10.2991/icssed-19.2019.63
DO  - 10.2991/icssed-19.2019.63
ID  - Dandan2019/05
ER  -