The Evaluation Research On B2C E-Commerce Logistics Service Quality In View Of Customer Satisfaction

Along with the rapid development of Chinese electronic information and network technology, e-commerce market is booming. Online shopping has became the fraquent choice in people’s lives, and the scope of B2 C e-commerce market is expanding rapidly. But, logistics services that support the development of ecommerce is facing many critics,becoming a major bottleneck in the development of e-commerce. Improving logistics service quality has become a key point of B2 C ecommerce enterprises to win competitive.What are the main factors which influence the B2 C e-commerce logistics service quality?How to evaluate the quality of service? At present, what about the Chinese consumers’ satisfaction about B2 C e-commerce logistics service? How to improve the logistics service quality and consumers’ satisfaction? These issues attract the attention of B2 C e-commerce business,and they are also the subject of many experts in recent years. This article tries to analyse the question and find corresponding answer.This article mainly researches quantitative evaluation model for electronic commerce logistics service quality through document analysis,factor analysis, regression analysis,two-dimensional quadrant method. The model is based on customer satisfaction of logistics services,which reflect the service quality.Then,this article uses this model to evaluate and analyse the current logistics service quality of B2 C e-commerce businesses enterprise.According to this modle,the factors of Chinease B2 C e-commerce logistics service quality can be summarized in five dimensions, the order of importance of which as follows: timeliness of delivery, service economy, service reliability, courier quality, service flexibility.The evaluation model is used to evaluate the logistics service quality of overall situation,comparative sample of Xinjiang region and outside Xinjiang region, a B2 C business enterprise. The results show that consumer’s satisfaction level for e-commerce logistics services is between generally and relatively satisfactory,which shows that on the whole, the current Chinese e-commerce logistics service quality is not very good; between Xinjiang region and outside Xinjiang region, consumers’ biggest perception difference for B2 C e-commerce logistics service quality is “service economy”; comprehensive logistics service quality of Jingdong Mall is a little better than the national average level. Finally, the article analyzes and summarizes the results of the evaluation and put out some suggestions to improve the quality of B2 C e-commerce logistics services.