Information technology is in an era of rapid development, many new technologies such as artificial intelligence, big data, blockchain technology and so on have begun to be applied in many industries, many logistics companies are also beginning to apply these technologies in the logistics system. As a logistics company, the quality of the relationship between the company and its customers is extremely important for the company's performance and future development, but there are still few studies on the impact of the application of new technologies on the quality of customer relationship. This paper mainly predicts the impact of technology application on customer relationship quality by observing the impact of technology application on logistics service quality. Service quality in this paper is divided into four aspects, namely logistics service efficiency and accuracy, customer service customization, information transparency and communication efficiency, and protection of customer privacy data. In this paper, a semi-structured interview was conducted with seven managers of logistics enterprises using stereotyped case studies and purposeful sampling. The research results of this paper show that large-scale logistics companies are more likely to improve the service quality of logistics through the application of new technologies and thus enhance the quality of the relationship with customers, while small-scale logistics companies may reduce the service quality due to improper technology application due to capital, technology accumulation and other reasons, and thus have a negative impact on the quality of customer relationship. In addition, the research results also show that logistics companies believe that improving service quality in information transparency and communication efficiency, as well as improving the level of customer privacy and data protection is more important for the company, and the benefits brought to the company are also more obvious.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:lnu-129871 |
| Date | January 2024 |
| Creators | Wang, Tianshuo, Wijesinghe Mudiyanselage, Gayan Madushanka |
| Publisher | Linnéuniversitetet, Institutionen för marknadsföring och turismvetenskap (MTS) |
| Source Sets | DiVA Archive at Upsalla University |
| Language | English |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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