Applying catastrophe progression method to evaluate the service quality of cold chain logistics
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ORIGINAL ARTICLE
Applying catastrophe progression method to evaluate the service quality of cold chain logistics Hao Zhang1 · Yuxin Shi1 · Bin Qiu2 Received: 8 July 2020 / Accepted: 15 September 2020 © The Author(s) 2020
Abstract Logistics service quality (LSQ) is one of the key influential factors in the success of an ecommerce business. In view of the complexity of the topic, this paper proposes a novel model for fresh ecommerce cold chain LSQ evaluation based on the catastrophe progression method. In the proposed methodology, first an index system for evaluating the fresh ecommerce cold chain LSQ is established from the perspective of service recipients. Then, the comprehensive weight of each evaluation index is determined using a combination weighting approach based on maximizing deviations and fuzzy set theory. The priority weights and the ranking of the indices are determined using the catastrophe progression method. Finally, the model is applied in a case study of two representative enterprises. The study demonstrates the validity and practical applicability of the proposed model. Also, based on the evaluation results and findings, some improvement suggestions are made for improving the cold chain LSQ of similar kinds of fresh ecommerce companies. Keywords Fresh ecommerce · LSQ · Cold chain logistics · Catastrophe progression method · Complexity · Evaluation model
Introduction As an industry that recently stood on the cusp of the era of the Internet of Things (IoT) and consumerism, the fresh ecommerce business has gained increasing attention [1–5]. Of all the critical factors that play a role in the production and operation management of a fresh ecommerce business, cold chain logistics has been proved to be the key process that determines its profitability and competitiveness [6, 7]. Since the construction of the cold chain logistics infrastructure network in the fresh ecommerce industry is still nascent, there are problems that business managers cannot ignore. The problems include the lack of coordination within supply
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Bin Qiu [email protected] Hao Zhang [email protected] Yuxin Shi [email protected]
1
School of E-Commerce and Logistics, Beijing Technology and Business University, Beijing 100048, People’s Republic of China
2
State High-Tech Industrial Innovation Center, Shenzhen, People’s Republic of China
chains, high operational costs, inferior service quality and a relatively low level of customer satisfaction [8–12]. Based on a statistical analysis of the negative comments (1000 samples) posted on fresh ecommerce websites by customers, this paper sorts out the major factors influencing customer satisfaction in order of their importance (Fig. 1) using text mining techniques. From the results, it can be concluded that cold chain LSQ should be taken seriously and improved during the development of the fresh ecommerce industry. Therefore, this paper intends to propose an evaluation method for improving the current cold chain LSQ. To the best of the knowledge of the authors, there are few studi
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