Logistics Service Quality and Standard of Logistics Service Quality

Logistics Service Quality and Standard of Logistics Service Quality

2022-11-25 13:58:43

1. The definition of logistics service quality

Logistics service quality refers to the general term of logistics product quality, service quality, work quality and engineering quality. Logistics quality should be a dual concept. It is not only the quantitative standard of logistics work determined by modern enterprises according to the law of logistics operation, but also should reflect the level of satisfaction of customers' expectations of logistics services. It is mainly divided into categories such as product quality, logistics service quality, logistics work quality, and logistics engineering quality. How to measure the quality of logistics is the focus of logistics management. The assurance of logistics quality is first established on the basis of accurate and effective quality measurement mainly from the three aspects of logistics time, logistics cost, and logistics efficiency.


2. Factors affecting the standard of logistics service quality

(1) Staff communication quality


The quality of staff communication refers to whether the service personnel of the logistics enterprise responsible for communication can provide personalized services through good contact with customers. Generally speaking, whether the service personnel have sufficient knowledge, whether they are considerate of the customer's situation, and help solve the customer's problems will affect the customer's evaluation of the logistics service quality. This evaluation is formed in the service process. Therefore, strengthening the communication between service personnel and customers is an important aspect of improving the logistics service quality.


(2) Inventory availability


Inventory availability refers to the inventory capacity (number of items in stock) owned by the logistics enterprise or logistics department when a customer places an order (requests for goods). It can reflect the control level of turnover inventory and safety stock, which is generally measured by two indicators: stock out rate and the supply ratio.  


(3) The completion of logistics tasks


The completion of logistics tasks is the main indicator to measure logistics service quality. It can be subdivided into four secondary indicators: speed, consistency, rapid response capability, and error handling. Rapid response capability means that the company must have the rapid response capability to deal with emergencies when the customer's needs change at any time; error handling refers to the processing after  an error occurs when an order is in execution. If the customer receives the wrong goods, or the defective goods, they will ask for correction from the logistics provider. The way logistics companies deal with this type of error directly affects customers' evaluation of the logistics service quality.

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