scholarly journals Analyzing Service Quality Evaluation Indexes of Rural Last Mile Delivery Using FCE and ISM Approach

Information ◽  
2020 ◽  
Vol 11 (6) ◽  
pp. 327 ◽  
Author(s):  
Xiaohong Jiang ◽  
Huiying Wang ◽  
Xiucheng Guo
Keyword(s):  
Sustainable Development ◽  
Regression Analysis ◽  
Service Quality ◽  
Quality Evaluation ◽  
Fuzzy Comprehensive Evaluation ◽  
Evaluation Indexes ◽  
Last Mile ◽  
Service Quality Evaluation ◽  
Last Mile Delivery

The advent of e-commerce has led to a rapid acceleration of rural logistics development in China. To enhance green and sustainable development of rural logistics, it is necessary to improve the service quality of the rural last mile delivery and analyze service quality evaluation indexes. An integrated methodology combing fuzzy comprehensive evaluation (FCE) and the interpretative structural model (ISM) is presented in the current paper to reveal the relationship between the service quality evaluation indexes of the rural last mile delivery. A total of 18 logistics service quality evaluation indexes in five dimensions are selected. The FCE is used to measure the service quality of rural delivery in an empirical research area, and the weight of each evaluation index is assigned by regression analysis. The ISM is adopted to judge the hierarchical structure of indexes, and a five-layer hierarchy is obtained. The results show that it is necessary to first focus on improving the evaluation indexes of accuracy of goods arrival and timely customer service response. In the case of Shunfeng Express, the company needs to additionally improve the timeliness and rationality of damaged or lost processing goods. Some countermeasures and suggestions are put forward. The proposed integrated method helps to reveal the key service quality evaluation indexes and the areas needing improvement. The use of regression analysis within the FCE method allows the estimation of weights in a relatively objective way. This research provides theoretical support for improving the service quality and customers’ satisfaction of the rural last mile delivery, and enhancing the green and sustainable development of rural logistics.

scholarly journals Using the FAHP, ISM, and MICMAC Approaches to Study the Sustainability Influencing Factors of the Last Mile Delivery of Rural E-Commerce Logistics

2019 ◽  
Vol 11 (14) ◽  
pp. 3937 ◽  
Author(s):  
Xiaohong Jiang ◽  
Huiying Wang ◽  
Xiucheng Guo ◽  
Xiaolin Gong
Keyword(s):  
Sustainable Development ◽  
Service Quality ◽  
Influencing Factors ◽  
Structural Model ◽  
Matrix Multiplication ◽  
Advance Reservation ◽  
The Sustainable Development ◽  
Last Mile ◽  
Last Mile Delivery

The development of rural e-commerce has rapidly driven the development of rural logistics in China. Improving the service quality of the last mile delivery is an important measure to promote the sustainable development of rural e-commerce logistics. However, such work is challenging because the current rural last mile delivery is inefficient and unsustainable and is influenced by a set of interacting factors. It is necessary to explore the relationships among the sustainability influencing factors of rural last mile delivery. A total of 15 sustainability influencing factors are selected. The improved fuzzy analytic hierarchy process (FAHP) is used to assign the weights of the factors and then the interpretative structural model (ISM) is used to determine the hierarchical structure of each factor. The driving force-dependency quadrant graph is constructed by cross-impact matrix multiplication (MICMAC). The research results show that four factors, including “convenience of returning goods”, “integrity of goods”, “advance reservation of goods pickup”, and “delivery costs”, are the most basic factors affecting the sustainability of rural last mile delivery and are the deepest and most indispensable factors. This research provides valuable information for decision makers to develop proactive strategies and reinforcement policies to improve the service quality of rural last mile delivery, which could promote the sustainable development of rural logistics.

scholarly journals Construction and Application of Customer Satisfaction Model with theService Quality of Last-Mile Delivery in Rural Areas

2021 ◽  
Vol 18 ◽  
pp. 703-711
Author(s):  
Yuh‐Jen Cho ◽  
Lin Xue ◽  
Shu-Rong Huang ◽  
Zhe-Peng Yang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Rural Areas ◽  
Local Governments ◽  
Entropy Weight ◽  
Index Model ◽  
Last Mile ◽  
Last Mile Delivery ◽  
Satisfaction Model

The backward last-mile delivery infrastructures, the greater difficulties in last-mile delivery due to the scattered residences of rural customers and the lack of logistics professionals in rural areas have emerged as the important factors hindering the improvement of the service quality of last-mile delivery in rural areas. This study combines the classic satisfaction index model and transformation of the SERVQUAL standard scale to draw up the connotations and observation variables of customer expectations, quality perception, perceived value, customer satisfaction, customer complaints and customer loyalty with the service quality of last-mile delivery in rural areas, and takes 460 permanent residents in rural areas as the research objects, then constructs and tests the customer satisfaction model of the service quality of last-mile delivery in rural areas, and deeply analyzes the relationship between customer satisfaction and its influencing factors; by constructing a twodimensional combination potential of entropy weight-satisfaction average value, the in-depth application of the model is discussed, and at the same time, it provides policy suggestions for local governments, logistics companies and other entities to improve the customer satisfaction with the service quality of last-mile delivery in rural areas

scholarly journals Methods of assessing the quality of services: comparative analysis

2016 ◽  
Vol 4 (3) ◽  
pp. 374-382
Author(s):  
Н Ватолкина ◽  
N Vatolkina
Keyword(s):  
Comparative Analysis ◽  
Service Quality ◽  
Quality Assessment ◽  
Quality Evaluation ◽  
Quality Of Services ◽  
Methods Development ◽  
Methods Of Evaluation ◽  
Different Types ◽  
Service Quality Evaluation

The article presents a review of methods for assessing service quality on the basis of author´s classification in accordance with the evaluation subject and the purpose of the method. Author gives brief description of the main groups of methods of evaluation of components of service quality, evaluation of customer experience and evaluation of customer satisfaction; provides their comparative characteristics taking into account the evolutionary nature of the methods development. The author outlines specific features of quality assessment of service quality and makes the conclusion that general methods should be adapted to the services of different types and nature.

scholarly journals Based on the Construction of University Library and the Evaluation of Space Service Quality

2021 ◽  
Vol 5 (1) ◽  
Author(s):  
Wan Ying
Keyword(s):  
Sustainable Development ◽  
Service Quality ◽  
University Students ◽  
Quality Evaluation ◽  
Space Environment ◽  
Evaluation Index ◽  
The Sustainable Development ◽  
University Library

In order to strengthen the construction of university library, promote the sustainable development of university library, and provide a good library space environment for university students, this paper expounds the quality evaluation of university library by establishing the evaluation index of space service quality, and puts forward the ways to improve the service quality of University Library for reference.

scholarly journals Research on express service based on improving customer satisfaction

2020 ◽  
Vol 325 ◽  
pp. 03003
Author(s):  
Jiangxue Di ◽  
Haolan Liang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Evaluation ◽  
Evaluation Model ◽  
Rapid Development ◽  
Richter Scale ◽  
Service Quality Evaluation ◽  
Quality Evaluation Model ◽  
Express Delivery

With the rapid development of e-commerce in China, the scale of express delivery industry is also expanding rapidly, while the quality of express delivery service has not been effectively improved, with a high value of number lying in the complaint rate of express delivery industry, which leads to low customer satisfaction. Based on the service quality evaluation model, this paper designs the questionnaire with the help of the Richter scale, also constructs the evaluation index of express service quality based on customer satisfaction, with the analysis of the factors through the use of SPSS 23, this essay finds out the main factors that affect the customer’s satisfaction with express service quality,and put forwards corresponding suggestion for improvement.

scholarly journals Service Quality Evaluation Method of City Shared Bicycles Based on SERVQUAL Model

2021 ◽  
Vol 236 ◽  
pp. 03022
Author(s):  
Wang Shengjin ◽  
Wang Jichuan
Keyword(s):  
Service Quality ◽  
Quality Evaluation ◽  
Evaluation Method ◽  
Evaluation Model ◽  
Scientific Basis ◽  
Evaluation Index System ◽  
Existing Problems ◽  
Service Quality Evaluation ◽  
Shared Bicycle

Bicycle sharing is an effective way to solve the problem of residents’ last mile travel. Based on the SERVQUAL model. Build a service quality evaluation index system and evaluation model for shared bicycles. Taking Harbin’s bicycle as an example, the quantitative evaluation of the service quality of shared bicycles was carried out, and the existing problems of the service quality of shared bicycles were identified and targeted improvement strategies were proposed. The research results can provide a scientific basis for improving the quality of city shared bicycle services.

scholarly journals Application of an Integrated Model with MCDM and IPA to Evaluate the Service Quality of Transshipment Port

2013 ◽  
Vol 2013 ◽  
pp. 1-7 ◽  
Author(s):  
Chien-Chang Chou ◽  
Ji-Feng Ding
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Quality Evaluation ◽  
Location Choice ◽  
Multiple Criteria Decision Making ◽  
Integrated Model ◽  
Service Quality Evaluation ◽  
Complex Decision Making ◽  
Complex Decision

It is often to solve complex decision-making problems in the marine transportation environment, such as the evaluation of service quality and the location choice of ports. In this paper, an integrated model with multiple-criteria decision making (MCDM) and importance-performance analysis (IPA) is presented and then is applied to solve the problem of service quality evaluation of transshipment port. The MCDM approach can be used to deal with both quantitative data and qualitative ratings simultaneously. The IPA approach can be applied to realize the shortcomings of service quality of ports and rank the ranking of strategies for improving service quality of transshipment port. Finally, some useful suggestions for improving the service quality of ports are given in the paper.

EVALUASI KUALITAS LAYANAN PERPUSTAKAAN UNIVERSITAS ISLAM AS SYAFI’IYAH (UIA)

Akademika ◽  
2016 ◽  
Vol 5 (01) ◽  
pp. 1-14
Author(s):  
Iffah Budiningsih
Keyword(s):  
Service Quality ◽  
Quality Evaluation ◽  
Descriptive Analysis ◽  
Standard Deviation Score ◽  
Evaluation Study ◽  
Library Services ◽  
Library Service ◽  
Service Quality Evaluation ◽  
Size Dispersion

The purpose of this evaluation study is to know the extent to which the quality of library service – UIA inorder to support the learning process for the students of the UIA's next get what information should be improved inthe manifest ' prima ' library services. The object of this research is a student is a student of Strata program S1 in 6(six) faculty (FE, FAI, PEDAGOGY, FH, FST, FIKES) semester 7 (seven) FY 2015/2016 on The Islamic Syafi'iyahUniversity Jakarta (UIA); the number of samples of 84 students. Library service quality evaluation of variablesmeasured using instruments non test by questionnaire.The Data collected is processed and analyzed using descriptive analysis , i.e., Using a central tendency:size: mean, median, mode and size dispersion: score the minimum, maximum, standard deviation score. Theanalysis of statistical data is done with the help of program Excels and 11.5 version SPSS for windowsThe results of research on the quality evaluation of UIA library services can be explained that the average(mean) library service quality score achieved score 59.67 included in categories of "enough". The value of themedian (middle value) score the quality of library services achieve a score 59.0; This gives a meaning that 50%quality of library services show score above 59.0 or above reasonably and 50% of his show score under 59.0 underenough. The value of the mode of 60.0; this indicates that the in General, students give an assessment of the qualityof library services "enough". The lowest score of the quality of service library of 42.0 and highest score achieved,meaning there were 89.0 students who rated lowest 42.0 or "enough" and there are students who rated highest 89.0or "excellent" ,The conclusions of the research library service quality upon evaluative UIA is: 1). In general the quality oflibrary services UIA rated by students in the categories of ' enough '; 2) Assessment of the students in the categoriesof ' enough ' giving opportunities to management library for working to improve the quality of its services for beinga requirement of ' good '; 3) Managing a library to become ' learning resource centre ' among the students andteachers not only required UIA sufficient funds, but also required the managers ' creative and innovative ' inaccordance with the progress of the IPTEKS.

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