Analyzing logistics service performance level based on customer perception

The common emphasis of the competition among different logistics service providers is to provide what customers need through logistics services, which is to improve the logistics services performance level that customers can feel. Based on the market share of logistics service providers, this paper analyzes customers´ behaviors by using the grey relational analysis (GRA) method, and identifies the key factors that affect customers´ choice. A model of compare analyzing logistics service performance level is established and analyzed, through which logistics service provider can offer services to satisfy customers´ demands much better. An Internet-based express industry is given as an example to verify the validity of the proposed model.