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Physical distribution service is significant to lowing costs and increasing core competitiveness for a logistics company serving e-commerce. This paper delineates features and functions of a distribution company in an E-commerce context. Then, the paper sets an indicator framework to measure distribution service quality. To do that, this paper employs the AHP method to determine the weight for an...
In service industry, customers wait for being served if the service rate is lower than arrival rate of customers. Such a waiting phenomenon is a common situation but costs a lot in the service industry. Partial customers might be angry for a long waiting. This waiting experience means the poor quality. If the customer's waiting behaviors can turn to be the knowledge, it is a marketing chance for the...
Due to the growing challenge from the foreign freight forwarders, the international freight forwarder (IFF) industry in China is experiencing a severe test. In order to remain competitive and customer loyalty, service quality and customer satisfaction increasingly have become the key to success in IFF business. This paper provided a system of quality evaluation for freight forwarding service (FFS)...
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