Simulation and Prediction of the Service Quality of China's Private Express Delivery and Its Influencing Factors Based on the System Dynamics Model

Daojun Zhong

OAI: oai:igi-global.com:298321 • DOI: 10.4018/JGIM.298321

With the continuous development of China’s private express delivery, how to improve the service quality and enable private express delivery company to gain a place in the fiercely competitive market has become a major issue faced by the manager. Therefore, we introduce the system dynamics method into the field of service quality evaluation to study the service quality of China’s private express delivery. Through system dynamics modeling, we discover the sensitive factors that affect the service quality of China's private express delivery, namely logistics information technology, staff training, and organization and management capability. According to the results of the sensitivity analysis, policy experiments are conducted to obtain the optimal resource allocation plan. The results show that, if the new investment is regarded as 100%, then the resource allocation plan corresponding to each subsystem is: 37.2% of the new investment should be allocated to the logistics information technology subsystem.

Global Information Technology Computer Science and Information Technology IT Research and Theory