Research on the Service Quality of JD Daojia’s Logistics Distribution Based on Kano Model

Abstract

As an important support for the development of new retail, logistics distribution is the closest logistics service format to consumers. Improving the quality of logistics distribution service, improving logistics efficiency and consumer satisfaction are the necessary conditions for the development of new retail. In order to effectively improve the service quality and customer satisfaction problems in the logistics and distribution of JD Daojia, based on Kano model, establish JD Daojia logistics service quality improvement model, determine the priority of the improvement of JD Daojia’s service quality elements, and guide enterprises to achieve maximum customer satisfaction with minimum investment. Through empirical research, the customer’s perceived importance and satisfaction with JD Daojia’s service quality elements were analyzed, and the service quality factors with the highest priority for improvement were obtained, which verified the feasibility and effectiveness of the model, It can provide some practical guidance for improving the service quality of JD Daojia.