E-commerce Logistics Service Customer Satisfaction Evaluation Of G Company

With the rapid development of Internet and e-commerce technology,online shopping has become a new important daily life.In the current fierce market competition,the enterprise customer satisfaction management has become a key business to gain an advantage in the competition.For e-commerce enterprises,the influence of customer satisfaction on the competitiveness of enterprises is becoming more and more important.This dissertation chooses the large B2C e-commerce enterprises G company as as the research object,,aims at the more scientific theory and method to evaluate the customer satisfaction status of the company's e-commerce logistics and put forward a kind of multi-purpose,effective and actionable customer satisfaction promotion strategy.In order to do so,this dissertation through qualitative and quantitative combination of in-depth study.This dissertation makes full use of documentation method,case study method,statistical analysis method,questionnaires method with the support of domestic and foreign research theory,literature and case data,it has researched the current situation of the company's logistics services and recognized its problems.In addition,not only this dissertation analyzed the customer satisfaction evaluation of the E-commerce logistics service but also found the key factors affecting the customer satisfaction with the scientific evaluation method.The dissertation comprehensively completes the comprehensive evaluation and analysis.The research of this dissertation are embodied in four aspects.Firstly,the G company in-depth analysis,combing the status of G company e-commerce logistics,and G company e-commerce logistics customer satisfaction analysis,and points out the influencing factors of customer satisfaction of E-commerce logistics service.Secondly,this dissertation established index system of customer satisfaction,and found out the factors which influencing the customer satisfaction of logistics service.This dissertation constructed four levels of evaluation index system based on the model which related to perceived logistics and perceived services This system includes three-level evaluation index and step-by-step analysis of the four-level evaluation index,such as the accuracy of the goods,the completeness of the goods,the timeliness of the time,the quality of personnel communication,the quality of information,the error handling and the personalized service.And to determine the index quantification and calculation method Thirdly,based on the evaluation index system,this dissertation completed the customer satisfaction calculation and evaluation analysis by index data which from a scientific questionnaire.Finally,the dissertation put forward the strategy of improving the customer satisfaction,and provides the basis for making scientific and reasonable promotion strategy by means of the analysis of the evaluation results.Around the construction of three level of evaluation index,this dissertation put forward the countermeasures and measures to improve the customer satisfaction of G company's E-commerce logistics service.