Generating customer voice based quality improvement strategy for logistics service providers in Taiwan from the perspective of quality function deployment

Logistics Service Providers (LSPs) help connecting buyers and suppliers in supply chains. Hence, logistics quality significantly affects the performance of the supply chain. An intensely competitive business environment necessitates that firms provide services according to customer demand to retain them and reduce the turnover rate. Generating appropriate logistics quality improvement strategies for LSP according to customer demand is an important issue. This study utilises Quality Function Deployment (QFD) to generate most appropriate quality improvement strategy. QFD analysis transforms voice of customer into the preference for quality improvement strategies of LSP company, enabling the most effective quality improvement strategy to be generated. This study classifies LSP companies into five types according to their organisation characteristics and their customer source. The best quality improvement strategies are determined with empirical data for each type of LSP company. The difference among the analytical results are compared and discussed further.