Study On The Construction Of Express Delivery Logistics Service Quality Evaluation System Under The B2C Electronic Commerce

With the development of economy and the progress of science and technology，electronic commerce is rapidly penetrating into all fields of people’s life，it hasbrought a revolution to traditional transactions， pull the express logistics enterprise anew force suddenly rises. E-commerce and express become closely associated with thenew economic era，the two business support each other in the industry， the continuedexpansion of scale advantages of Internet users and online shopping，electroniccommerce has become a new growth point of development of express，logisticsservice and e-commerce cooperation has become increasingly close，the scope isconstantly expanding， continuously improve the level of，onone hand，e-commercebased on the express has realized great-leap-forward development, in the consumptionof the circulation of the increasingly prominent role， on the other hand， e-commercedistribution has become an important force pulling the express service increasing.Express logistics service is a very important part of electronic commerce system， buton the whole， express logistics service level in China is not high，constraining theirdevelopment problems， therefore，to establish a scientific evaluationsystem，standardize logistics market of electronic business express， improve thecore competitiveness of logistics enterprises， and then improve the consumershopping experience，but also for the e-commerce shopping website how to chooseexpress logistics service provider.In this paper， through theoretical analysis and empirical analysis，method ofqualitative analysis and quantitative analysis，the theory of e-commerce， logisticsservice quality management theory, the electronic commerce logistics service qualitytheory is as the basis， and the evaluation model of logistics service quality（LSQ）、service quality（SERVQUAL） evaluation model，establishment of relevant scholarsat home and abroad， combining the process and results of B2C e-commerce logisticsservice，establishe the B2C electronic commerce logistics service quality evaluation system； in the empirical analysis，carries on the analysis to the tmall mall using theestablished evaluation system， and to evaluate its evaluation by SERVQUAL giveweight model， verify the effectiveness of the evaluation system and operation.Analyzed the problems of tmall mall express logistics services， and further to tmallmall how to choose express logistics service provider. This study includes the followingsix aspects:1.literature research.Research model combing and summary of related scholars，about the servicequality evaluation，as well as the author of each evaluation model， providing supportfor this research.2.Tesse the theory.The mode of electronic business affairs, express logistics theory， logisticsservice quality management theory， the electronic commerce logistics service qualitytheory， providing theoretical support system for the main content of this paper is toevaluate.3.the establishment of B2C e-commerce logistics service quality evaluationsystem.Including convenience， time， reliability， economy， empathy，responsiveness of six dimensions of this evaluation system，the dimension isevaluated by SERVQUAL modified model to come， and contains a dot，selection，distribution mode of delay，on holidays the missing response time to reflect the23indicators of B2C e-commerce logistics service process， and according to the designsurvey questionnaire to establish the evaluation system， the questionnaire is designedin accordance with the qualitative index and quantitative index combination principle，on the basis of customer service process design.4.Check the evaluation system.This paper uses SPSS16.0analysis of survey data，through descriptive statisticalanalysis， correlation analysis, exploratory factor analysis， reliability and validityanalysis，regression analysis were purified and correction of the index system，determines the final includeconvenience， timeliness，reliability， economy，empathy， responsiveness of six dimensions， as well as19a performance evaluationsystem.5.Applicatethe evaluation models.This paper tested evaluation model is applied to tmall mall， first on tmallmall，then the survey data analysis：tmall mall express logistics service quality expectation analysis，analysis of perception analysis， service quality，analyze thescore of the maximum value， minimum， mean， and ranking， according to theSERVQUAL evaluation after weight the final model， calculate the final score tmallmall express logistics service quality， finally all dimensions on tmall mall expresslogistics service system under the expectation of express logistics service quality andperceived paired T test， according to test results are given to improve the tmall mallexpress logistics service quality advice and opinion.6.research summary.This chapter of the text content， research results and conclusions aresummarized，pointing out the inadequacies， research on e-commerce logisticsservice quality evaluation system is discussed.In future research， mainly in the refinement of the evaluation system， such aselectronic commerce shopping return return， establish evaluation system； accordingto the characteristics of household electrical appliances， daily necessities and otherdifferent commodities， establishment of evaluation system， and combined with thecost of logistics services， logistics services marketing theory， the research onEvaluation system of science establishment has the vital significance.