基于顾客价值的物流服务质量体系研究

Study on System of Logistics Service Quality Based on Customer Value

物流企业基于顾客价值,建立有效的物流服务质量管理体系十分必要。通过顾客对服务的期望值与实际感知值的对比研究,探讨了物流服务质量内涵、特征以及物流服务标准的设计,最后,基于物流服务质量环,提出了改善物流服务质量的有效方法。

It is necessary for logistics enterprises to establish an effective system of logistics service quality based on customer value. By compared the customers＇expectation of the service to the actual perception, this paper discusses the connotation and characteristics of logistics service quality as well as the design of logistics service standard. Finally, based on service quality loop, an effective method for improving the logistics service is put forward.