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Analysis Of Service Demand of Low Temperature Logistics Based on Kano Model—An Example of Sfbest Company

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DOI: 10.23977/icidel.2018.047


Meichiao Lai, Junyan Guo

Corresponding Author

Meichiao Lai


With the rapid development of China's economy, the living standards of the people have been increasing day by day, people's life rhythm has accelerated, and consumption patterns have also changed. The convenience of the Internet has prompted more and more people to start purchasing some necessities such as daily necessities, frozen products, vegetables and fruits, and dairy products through the Internet. This also promotes the rapid development of China's cold chain logistics industry. Cold chain logistics is different from general logistics. In the distribution process, cold chain logistics pay more attention to maintaining the temperature of goods and the quality of goods. This article takes Sfbest Company as the object, uses KANO model to design questionnaires and conducts network survey to collect data, analyzes consumer service needs, from seven aspects of personnel contact, information management, order processing, distribution procedures, warehousing, environment and management mechanism. Investigate the demand for Sfbest Company low-temperature logistics service to clarify the factors affecting the demand of low-temperature logistics services. The results obtained provide suggestions for the feasibility of Sfbest Company, which is intended to improve the service quality of Sfbest Company low-temperature logistics.


Service Quality, Service Demand, Low Temperature Logistics, KANO model, Demand Classification

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