摘要随着经济的不断发展，社会化生产方式的逐步扩大及专业化分工程度的逐渐加深，第三方物流在我国作为物流发展中的中坚力量得到了迅猛的成长。但当顾客对第三方物流的需求越来越多的同时，物流市场上的竞争程度也在不断地加剧。在这样的形势下，企业为了获取竞争优势，只通过降低成本是远远不够的，还需要去逐步认识到服务的质量对于企业生存发展中的重要性并且采取改进措施来提高物流的服务质量。因此，对物流企业服务质量的改善研究有着非常重要的意义。62354

本文中通过QFD理论的基本工具“质量屋”对韵达快递的关键顾客需求的物流服务进行展开，找出影响物流服务质量的因素，结合该企业中的问题对此加以改进，来提升物流的服务质量和提高客户的满意程度及忠诚度，从而赢得更大的市场。

提高物流的服务质量，是第三方物流企业去占领物流市场和提高竞争优势的关键性因素，也是获取顾客满意度的重要方面。因此，物流企业只有拥有了优质的物流服务质量，才能够在市场中有进一步发展的空间以及获取更大的利润。

毕业论文关键词：物流服务质量；QFD理论；质量屋 

The Study of Improving the Quality of Third-Party Logistics Service Based on QFD Abstract

With the development of economy,social production gradually expanded and the specialization gradually deepened,the third party logistics as the backbone of the logistics has been rapid developed in our country.However,with the more and more demand of 3PL,the market competition is very fierce.If Logistics enterprises wants to gain the competitive advantage only by reducing the cost is not enough.In the survival and development,they also need to gradually realize the importance of the service quality.Then they need to take some actions to improve the service quality. Therefore, it is of great significance to improve the service quality of the logistics enterprises.

In this paper, the house of quality which is the basic tools of QFD is used to expand the quality of logistics service of the YUNDA and to identify the factors that affect the quality of logistics services.Then we deal with the problem of a logistics enterprises to improve the quality of logistics services and enhance the customer satisfaction, thus to win bigger market.

To improve the service quality of logistics is the critical factor of 3PL to occupy the logistics market and improve the competitive advantage. It is also an important aspect of obtaining customer satisfaction. Therefore, when the logistics enterprises have the great logistics service quality, they have the space which further development in the market to obtain bigger profits.

Keywords:Quality of logistics service;Quality function development (QFD) ;House of quality  

0 引言 1

1第三方物流企业的发展状况分析 2

1.1国外第三方物流的发展现状 2

1.2国内第三方物流的发展现状 2

1.3第三方物流企业的服务发展现状 3

1.4我国第三方物流服务质量存在的问题 4

2 QFD的相关理论研究 6

2.1 QFD原理 6

2.2 QFD的基本工具——质量屋 6

2.3基于QFD的服务质量的研究综述 8

3基于QFD的物流服务质量改进分析 9

3.1顾客需求评价指标 9