以顾客满意和柔性提升为导向的第三方物流企业服务精细化管理研究--基于对淘宝用户的调查

调查结果显示，淘宝用户对第三方物流的服务满意度是差的，除了下运单的方便性、准点到达率、送货的速度三项指标的满意度勉强过半之外，其他的均反映不够满意，其中对灵活性、处理投诉的能力和服务态度三块的满意度尤其差。与此同时，顾客和物流公司对服务质量体系构建存在不一致，相比较物流的时效性，顾客对物流公司处理投诉能力更为看重。在时效性方面，一向被物流公司看重的送货速度已经不再是顾客期待的重点，取而代之的是货物的准点到达率。说明物流公司未能准确识别顾客的需求变化，同时也说明近年来物流公司注重网络信息系统的建设和公司运营效率的提高，在此方面已经获得了长足的进步，使得顾客在下订单的方便性及送货速度方面的诉求已经不再是突出问题，取而代之的矛盾是物流公司的灵活性、应变能力和纠错能力，这呼唤着物流公司早日实现精细生产，在大规模物流递送服务提供的同时，对例外事件加强管理，提高公司内部管理的柔性。

Research on Delicacy Management of Third-Party Logistics Companies Oriented by Customer Satisfaction and Flexibility

According to the survey, the satisfaction of Taobao users on third-party logistics service is poor. The satisfaction of the convenience of the waybill placement, the rate of on time arrival and the speed of delivery has just over fifty present;Customers are not satisfied with the other aspects, especially with the feedback of flexibility, the ability to deal with complaints and the service attitude. At the same time, there are inconsistencies in service quality system building between customers and logistics companies. Compared with the efficiency of the logistics, customers value more on the logistics company＆#39;s ability to deal with complaints. In terms of time-effectiveness, customers care less about the the speed of delivery which is valued by Logistics companies. On the contrary, customer value more about the on time arrival of goods. All this indicates that logistics companies fail to accurately identify customers’ needs change; however it also shows that in recent years, logistics companies pay much attention to the construction of network information system and the improvement of the operation efficiency. And logistics companies have gained great progress in the preceding aspects, which makes the demands for the convenience of ordering and delivery speed no longer the significant problem. Instead, flexibility, strain capacity and error correction ability of the logistics company are the biggest contradictions. Therefore, logistics companies are called to realize the lean production as soon as possible, to strength the management of exceptional events and to improve internal management flexibility when providing the large-scale logistics service.