The Construction Of Evaluation Index System Of Logistics Service Quality And Its Application Study For The Large Household Appliances B2C Online Shopping

As the accelerating trend of household appliance distribution electric business basedon offline and rising consumers shopping enthusiasm.As one of the important saleschannels of household appliance, E-business has had increasing influence on it. Wellbooming increasing has go hand in hand with the problems regarding to After-salesService. Household appliance，especially the large household appliances, because ofthe particularity and complexity of its products and services, has become the main"areas" of customer complaint. At present, although there are many scholars hasstudied the problems related to service quality under the network shopping scene fromdifferent perspective, but less from the perspective of product market segments in thenetwork environment, B2C online shopping for how to measure the quality ofdistribution in large household appliances has not yet formed a scientific andcomplete method and system. The thesis base upon the phenomenon，which willdefinitely have a certain significance in quantitative evaluation method of enrichingand perfecting the network shopping service quality.Firstly, the concept of electrical appliances logistics, household appliance distributionwere defined in the thesis, such as induction, combing the mode and characteristics ofdomestic distribution; The concept of characteristics and the measure model ofservice quality; Logistics service quality such as the concept, index dimension andmeasure model of similar research results, and combining with the characteristics ofall electrical distribution, define the all electric B2C online shopping the connotationof distribution logistics service quality. Secondly, based on the SERVQUAL modeland LSQ model, combining with the existing research, constructs the all electric B2Conline shopping distribution logistics service quality evaluation index system, themodel contains the service availability, the degree of goods in good condition,timeliness, staff quality, service integrity assessment and5dimensions and22specificassessment indicators. On this basis, the design of the questionnaire and researchthrough the network site collected273valid questionnaires, using SPSS software todescriptive analysis of data gathered, exploratory factor analysis, the validity andreliability test, such as quantitative analysis to determine the construction of logistics service quality evaluation dimensions and indicators of reliability and scientificity,and purification of indicators selection and structural adjustment, determine the finalmajor appliances B2C network shopping logistics service quality evaluation system,application of regression analysis, explore the contribution rate of each dimension tothe overall service quality and sorting; The end of the paper, in view of JD mallcustomer sampling investigation, four points and borrow the importance-satisfactiongraph model, from the perspective of consumer perception of logistics service quality,put forward the corresponding opinions and Suggestions, in order to improve thequality of JD mall logistics service, complete the research from theory to practicalapplication of model building, calibration of the research process.