Evaluation of Integrated Logistics Service Based on SERVQUAL Model

The booming of distribution requirements from e-commerce, Internet of Things, Mobile Internet, GIS, GPS, and automation technology have all boosted the logistics industry. A growing number of competitors get involved and the innovation of new business modes has enriched the logistics industry. It is not accidental for major express enterprises to plan their transformation to integrated logistics service operators. But how to evaluate the effect of the transition? This study constructs the evaluation model for integrated logistics service of express enterprises and tests relative hypotheses. The results show that there is a gap between customer expectation and their experience. Furthermore, the gap mainly comes from the process of service delivery, promise and customer expectation.