Abstract
With the continuous development of China’s private express delivery, how to improve the service quality and enable private express delivery company to gain a place in the fiercely competitive market has become a major issue faced by the manager. Therefore, we introduce the system dynamics method into the field of service quality evaluation to study the service quality of China’s private express delivery. Through system dynamics modeling, we discover the sensitive factors that affect the service quality of China's private express delivery, namely logistics information technology, staff training, and organization and management capability. According to the results of the sensitivity analysis, policy experiments are conducted to obtain the optimal resource allocation plan. The results show that, if the new investment is regarded as 100%, then the resource allocation plan corresponding to each subsystem is: 37.2% of the new investment should be allocated to the logistics information technology subsystem.
Highlights
The express delivery industry first appeared in the United States in the 1960s, and China’s express delivery industry gradually developed after the reform and opening up (Huang & Liu, 2005)
The results show that, if the new investment is regarded as 100%, the resource allocation plan corresponding to each subsystem is 37.2% of the new investment should be allocated to the logistics information technology subsystem
Elements that are only indirectly related to the private express delivery service quality or that are not explicitly related can be considered as exogenous variables of the system
Summary
The express delivery industry first appeared in the United States in the 1960s, and China’s express delivery industry gradually developed after the reform and opening up (Huang & Liu, 2005). China’s private express delivery has tremendous advantages in terms of development speed and business scale, due to the lack of mandatory standards and low market access thresholds, there are still outstanding problems in the service quality of China’s private express delivery, and these service quality issues are getting more and more attention from consumers. From the perspective of research angle, among the existing research results, the research on private express delivery service quality is mostly based on a single research angel, such as from the angle of government, business, consumers, or a combination of business and consumers (Kafle, Zou, & Lin, 2017; Kim, Dekker, & Heij, 2017; Olbert, Protopappa‐ Sieke, & Thonemann, 2016; Zenezini, Lagorio, Pinto, De Marco, & Golini, 2018) These studies fragmented the relevance of various objects, lack of systematic thinking, and didn’t treated the service quality of private express delivery as a complex system. At the same time, targeted rectification of defects can enable consumers to enjoy a higher level of service
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