Research on Logistics Service Quality Improvement Based on A-KANO Model: An Application of Express Industry in China

Literatures indicate that service management has become a strategic issue for companies in the new millennium. By improving logistics service quality (LSQ), logistics companies can increase customer satisfaction (CS) and gain market shares. This study aims to establish a logistics service attributes analysis model to extract customer knowledge for logistics service quality improvement based on analytical Kano (A-Kano) model. By the building of Kano quantitative satisfaction index and importance index, an objective classification method and the decision-making rule to improve LSQ are proposed. It can be seen from the results that different value propositions should be given to LSQ attributes among the same Kano classification according to the decision index. At last, the method has been demonstrated by means of a real case application, which refers to a Chinese express company.