A Brief Analysis of Logistics Customer Service Management

Chen Wei () and Perez Candido ()
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Chen Wei: Baguio University, Department of Graduate School, Baguio City, Philipines
Perez Candido: Baguio University, Department of Graduate School, Baguio City, Philipines

LOGI – Scientific Journal on Transport and Logistics, 2023, vol. 14, issue 1, 309-316

Abstract: The quality of customer service determines the survival and development of logistics enterprises. In the highly competitive e-commerce field, it is necessary to continuously improve the customer service management level of logistics enterprises, and the application of big data can optimize customer service management of logistics enterprises in e-commerce. This paper analyzes the reasons for the low customer service satisfaction with domestic logistics enterprises in China, and then puts forward how to optimize customer service management of logistics enterprises in ecommerce based on big data in order to effectively promote the service quality of logistics enterprises. This study is contributing to the body of knowledge by developing a comprehensive framework to solve various e-logistics problems. Hence, the current study is helpful for e-logistics companies to mitigate e-logistic customer satisfaction problems.

Keywords: Big data; logistics enterprises; customer service management; optimization measures (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:logitl:v:14:y:2023:i:1:p:309-316:n:24

DOI: 10.2478/logi-2023-0028

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