Abstract
Service quality is the soul of express enterprises forever. It is of great practical significance for winning customer satisfaction, improving the market competition, and realizing sustainable performance. Unlike tangible products, express delivery service has the characteristics of intangibility, heterogeneity, indivisibility, and instability. While customer demands are complex and changeable and unpredictable, incorporating complex customer requirements into service design has been a growing interest of researchers and practitioners. This paper proposed an optimization design framework based on the quantitative Kano (QKNO) and the fuzzy quality function deployment (FQFD) to effectively achieve the best matching of enterprise service elements under the uncertainty and imprecise judgment information. An empirical study is conducted to verify the feasibility of the proposed approach. The results show that the framework could guide the express company to prioritize the enterprise service elements to maximize customer satisfaction and provide a reasonable budget allocation scheme to set the best resources match. It has theoretical and practical meaning for express enterprises to implement customization service strategy and improve service quality under the limited budget, which could be further extended to other service industries to make optimization decisions.
Highlights
In the network economy era, the booming of online shopping blew out the prosperity of the express logistics industry (Subramanian et al.) [1]
This paper aims to target the following issues
Compared with the previous researches, the merits of this study are as follows: (1) an optimization decision model of express service is built under the limited cost constraints; (2) the S-customer requirement (CR) fitting functions based on the quantitative Kano (QKANO) model is established to reflect the relationship of different type of CRs and customer satisfaction (CS); (3) the fuzzy triangle number is introduced into the Quality function deployment (QFD) process to obtain the importance of CRs and to avoid the randomness and ambiguity of experts’ semantic evaluation
Summary
In the network economy era, the booming of online shopping blew out the prosperity of the express logistics industry (Subramanian et al.) [1]. In the era of a competitive network economy, express companies have deeply realized the strategic significance of service optimization design guided by maximizing customer satisfaction, just like the case in other product/service industries With this question in mind, some related descriptions tracked by this work team are provided . Compared with the previous researches, the merits of this study are as follows: (1) an optimization decision model of express service is built under the limited cost constraints; (2) the S-CR fitting functions based on the QKANO model is established to reflect the relationship of different type of CRs and CS; (3) the fuzzy triangle number is introduced into the QFD process to obtain the importance of CRs and to avoid the randomness and ambiguity of experts’ semantic evaluation. Management inspiration and research significance are remarked in the fifth section
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