Research on Logistics Service Quality Improvement Based on A-KANO Model:An Application of Express Industry in China

摘要：

　　Literatures indicate that service management has become a strategic issue for companies in the new millennium.By improving logistics service quality (LSQ),logistics companies can increase customer satisfaction (CS) and gain market shares.This study aims to establish a logistics service attributes analysis model to extract customer knowledge for logistics service quality improvement based on analytical Kano (A-Kano) model.By the building of Kano quantitative satisfaction index and importance index,an objective classification method and the decision-making rule to improve LSQ are proposed.It can be seen from the results that different value propositions should be given to LSQ attributes among the same Kano classification according to the decision index.At last,the method has been demonstrated by means of a real ease application,which refers to a Chinese express company.

关键词： Logistics service quality Customer satisfaction A-Kano model Express Industry

作者: Wen Meng Yuqi Han Qingliang Meng Fen Zhou

作者单位: School of Management& Economics,Nanjing University of Science and Technology Nanjing, P.R.C. School of Management& Economics,Jiangsu University of Science and Technology Nanjing, P.R.C.

会议类型: 国际会议

会议名称: The Twelfth Wuhan International Conference on E-Business(第十二届武汉电子商务国际会议)

会议地点: 武汉

会议语种:英文

页码: 761-768

在线出版日期: 2013-05-25（万方平台首次上网日期，不代表论文的发表时间）