Measuring service quality in China´s third-party logistics industry from the perspective of international customers

Author

Sheng, Wang ; Zhenxiang, Zeng ; Yutao, Yin ; Chunping, Huang

Author_Institution

Yanshan Univ., Qinhuangdao, China

Volume

3

fYear

2010

fDate

9-10 Jan. 2010

Firstpage

1432

Lastpage

1435

Abstract

This paper is mainly aimed to measure service quality in China´s third-party logistics industry based on the perception of international customers. The given topic can be considered important to the development of China´s third-party logistics industry. A evaluation index system for measuring customer perceived quality in China´s third-party logistics industry were designed based on factor analysis and service quantity provided by 3 third-party logistic companies was measured applying fuzzy evaluation methodology.

Keywords

customer services; logistics; quality management; service industries; China; evaluation index system; factor analysis; international customers; service quality measurement; service quantity; third-party logistics industry; Customer satisfaction; Data analysis; Fuzzy systems; Logistics; Management training; Material storage; Materials reliability; Mathematical model; Packaging machines; Sea measurements; International Customers; Service Quality; Third-party Logistics Industry;

fLanguage

English

Publisher

ieee

Conference_Titel

Logistics Systems and Intelligent Management, 2010 International Conference on

Conference_Location

Harbin

Print_ISBN

978-1-4244-7331-1

Type

conf

DOI

10.1109/ICLSIM.2010.5461203

Filename

5461203