Research on Improving the Logistics Service Quality of Jw Enterprise Based on the SERVQUAL Model
Abstract
This study is based on the SERVQUAL model, taking into account the characteristics of China’s logistics industry and the actual operations of JW Company, in an attempt to construct a logistics service quality evaluation system suitable for the company, with the aim of helping JW improve its service quality. During the research process, we first reviewed the literature to understand how the SERVQUAL model is applied in the logistics industry. After gaining a clear understanding of the specifics, we designed a five-dimensional scale tailored to the specific operations of JW Enterprise. This scale encompasses five aspects: tangibility, reliability, responsiveness, assurance, and empathy. In terms of data collection, we designed both questionnaires and semi-structured interviews. Subsequently, we employed SPSS software for data processing, conducting reliability and validity tests as well as paired-samples t-tests. The results revealed a gap between the actual perceptions of JW Enterprise's customers and their expectations, with the three dimensions showing the largest discrepancies being responsiveness, reliability, and empathy. In response to the problems identified in the research, several improvement suggestions were put forward, such as optimizing the complaint handling process, enhancing the professional capabilities of employees, and promoting information technology construction. If these measures are implemented, the service quality and customer satisfaction of JW Enterprise should see a significant improvement, and its market competitiveness will also increase accordingly. It is hoped that this research can not only provide practical references for JW Enterprise but also offer some guidance for similar small and medium-sized logistics enterprises.