Author(s)

Lipeng Wang, Hanxing Hao

Corresponding Author

Lipeng Wang

Abstract

Based on previous research, cold chain logistics service quality evaluation and improvement are the hot spots in research. The paper first introduced connotation cold chain logistics and cold chain logistics processes, the status of the cold chain logistics service quality study gives a brief introduction and summary. On the basis of analysis of the quality of the cold chain logistics formed five principles, the paper determines customer demand for quality of service through extensive research and interviews with internal and external customers for quality of service, providing a basis for the subsequent Quality Function Deployment (QFD). Finally, to make data processing more realistic and reasonable, Rough Analytical Hierarchy Process(RAHP) is adopted to calculate the weight of customer needs, and eventually calculation examples.

Keywords

Cold chain logistics, Service quality Improvement, Quality Function Deployment.