Along with the novelty aspiration of consumption patterns, there is an increasing number service demand of big-goods home delivery, and increasingly more logistics service providers have begun to set up with big-goods home delivery service departments who provide big-goods logistics services such as home delivery and installation. In the competitive logistics services market, how distributor to select a big-goods home delivery service with the following aspects become an important issue for the operation management of distributor: to establish a set of objective performance evaluation model, and to help the distributor to choose a better logistics service provider by evaluation, that is the operating performance of logistics service provider itself.
This study used the four dimensions of balanced Scorecard (the Balance Scorecard, BSC) as the foundation, and summarized the related criteria and indicators of distributor when choosing the big-goods home delivery logistics service based on the industry experts interview and literature review. And according the results of a pretest questionnaire analysis to confirm the importance of each index, then using the analytic hierarchy process (AHP) to analyze the relative weight value of each evaluation dimensions and importance ranking in the selection model of big-goods home delivery logistics service providers. Lastly, through the stimulant situation of distributor in the selection of big-goods home delivery service to verify the feasibility of this selection mode in practical operation.
This research analysis results show that distributor′s selection of big-goods home delivery service providers value the importance of the evaluation dimensions in order to ＂customer dimension＂, ＂internal process dimension＂, ＂learning and growing dimension＂ and ＂financial dimension＂. On the basis of the top 10 evaluation indicators, the order goes to ＂emergency handling ability＂, ＂customer satisfaction＂, ＂customer service window contact convenience＂, ＂rapid response to customer problems＂, ＂professional attitude of customer service staff＂, ＂before-installation contact service＂, ＂time control ability of big-goods home delivery＂, ＂maintaining good interactive customer relationship＂, ＂professional attitude of installation personnel＂ and ＂covering area of big-goods home delivery service＂ . Based on the validation results, it shows that the evaluation model of this research are workable in the practical application.
Key words: Big-goods home delivery service, Performance evaluation, Balance Scorecard, Analytic Hierarchy Process