Research on Service Quality Improvement of Franchised End Logistics Outlets Based on SERVQUAL

Abstract: As an effective solution to the "last mile" problem of logistics transportation, express terminal network has shown a rapid development trend in recent years. The franchise production is a main operation mode of the end express outlets. By fully mobilizing the enthusiasm of the franchise outlets, the service scope of express enterprises is effectively expanded. However, the problems of loose management and uneven service quality are prevalent in this kind of franchise outlets, which makes the express terminal service become one of the bottlenecks restricting the healthy development of the industry. Based on this, this paper improved the SERVQUAL model combined with the actual situation of the end express outlets of the franchise system, and designed the questionnaire based on it, sorted out and analyzed the survey data by using factor analysis and entropy weight method, and finally found out the shortcomings in the service process of the end express outlets according to the results, and put forward targeted solutions.