Research On The Evaluation Of B2C E-commerce Logistics Service Quality From The Perspective Of Customer Satisfaction

After the development in recent years,the Internet has made great changes in people's social life style in China.E-commerce is the main battlefield for the development of the Internet.The entire e-commerce market is undergoing tremendous changes.The increasingly fierce competition in e-commerce is due to the fact that many companies have quickly established their own B2 C e-commerce websites.As an important part of e-commerce,Therefore,only by continuously improving customer satisfaction can B2 C companies improve their overall competitiveness,achieve rapid profit growth and capture the market.The perfect evaluation system and analysis form are still relatively lacking.For this reason,this paper uses a combination of quantitative analysis and qualitative analysis to focus on constructing a model for evaluating B2 C e-commerce logistics service quality evaluation.Based on the outstanding problems,The expectation is to improve the economic efficiency and social competitiveness of enterprises.Based on the related logistics service quality and the B2 C e-commerce logistics literature researched by the predecessors,and uses the LSQ model and SERVQUAL model as the basis for judging the item-by-item analysis of the influencing factors of logistics service quality.The preliminary results are mainly composed of six dimensions: infor mation,economy,convenience,empathy,timeliness,and reliability.Descriptive statistical analysis is performed using SPSS 22.0,and a corresponding amount of data design is obtained through questionnaire survey and analysis.Table,the initial model was a djusted and verified accordingly.Regression analysis is used to determine the weight of each dimension and index.At the end of this paper,it will be applied to specifice-commerce companies,taking customer satisfaction as the starting point,sampling and analyzing the customers of e-commerce companies,discovering the weak links of ecommerce companies and the areas in which they need to be improved,and the initial logistics.The service quality assessment system model is adjusted and accurately verified,and each dimension and indicator use regression analysis to determine the weights.Finally,a complete logistics service quality assessment model was applied to the example—B2C e-commerce company Suning Tesco.After investigating its customers,the collected data were studied and analyzed to find out the current weaknesses of Suning logistics service quality improvement.Propose management suggestions that have practical guidance for all e-commerce companies.