Research on the Index System and the Evaluation Method of Logistics Service Quality

Abstract

For logistics enterprises, logistics service quality is the key factor which let the enterprise not be out of the market, and get a good reputation and then gain profit. To obtain reasonable evaluation indexes of logistics service quality, the research chooses the level of logistics services etc as evaluation indexes and uses DEA method for the first time to evaluating the service quality of 16 logistics enterprises in China. The result shows that the costs of human resources inputs, management resources, and material resources are too much yet lack of services quality and intangible resources. Finally, the article brings forward some suggestions for improvement to the above problems.