Study On Logistics Service Quality Evaluation Of Dangdang.com

With the continuous expansion of online shopping users and continuous increase in the size of the B2 C market, in the future, B2 C e-commerce is bound to be the core of the development of e-commerce. The perfect logistics service is the essential condition that the e-commerce activities can finally realize, B2 C enterprises will become the most important competition domain. In the B2 C market, Dangdang will face increasingly fierce competition. How to cross the boundaries of enterprise, starting from the new thinking of the extended enterprise, from the global and the overall point of view, how to effectively evaluate the quality of Dangdang logistics services, find out the gap of enterprises in the logistics service, targeted to deepen cooperation and jointly promote the competitiveness of the service is an important research content of Dangdang.The related literature and research result of service quality, logistics service quality, e-commerce logistics, logistics pattern of B2 C enterprises, logistics service quality of B2 C enterprises were summarized. The present status and problems of B2 C industry and Dangdang logistics service were analyzed. Based on SERVQUAL model and 9 indexes of LSQ model, this article takes the characteristics and logistics requirement of B2 C industry into consideration, formulating evaluation model on logistics service quality of Dangdang.com. The model concludes 5 dimensions, 28 indexes, such as tangibles, reliability, responsiveness, empathy and economy. The corresponding scale and questionnaire were designed according to the evaluation model, sample survey were carried out, through discrimination test, exploratory factor analysis, reliability test by SPSS 17.0, this article retains 5 dimensions, 22 indexes; by regression analysis method for determine the weight of each index and dimension, evaluation model on logistics service quality of Dangdang.com were determine. Finally, with the help of evaluation model and related data, the logistics service quality of Dangdang were measured, the reason was found out according to the result and the corresponding improvement measures were put forward.