| The rapid development of e-commerce has led to the change of people's lifestyle.Nowadays,online shopping has become one of the most important shopping methods in daily life.In the e-commerce online shopping experience,the service quality of logistics and distribution has become the focus of people's attention.For customers,logistics distribution service is directly facing consumers,so its service quality has an important impact on customers.The rapid development of e-commerce has put forward higher requirements for logistics and distribution services.In the current fierce competition,improving the quality of logistics services plays an important role in the survival and development of e-commerce enterprises.In this paper,the satisfaction theory is studied.Based on the Chinese satisfaction index model(CCSI)which meets China's national conditions and previous studies,according to the characteristics of e-commerce enterprises,the CCSI is improved,and five dimensions are determined,which are respectively enterprise image,perceived service quality,communication and convenience quality,service price and expected quality,and the e-commerce logistics distribution service is constructed Customer satisfaction model.According to these five dimensions,21 evaluation index systems of e-commerce logistics distribution service based on customer perception are constructed.A questionnaire was designed to test the reliability and validity of the scale by using SPSS software,and the empirical research is carried out by using structural equation model with jd.com logistics as an example.The empirical results show that perceived service quality,communication and convenience quality have a common impact on customer satisfaction,and both have a greater impact on customer satisfaction.To improve the service quality of e-commerce logistics and distribution,we should focus on these two aspects.And provide reasonable countermeasures and suggestions for it. |
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