Study On The Dimensions Of Express Logistics Service Quality Evaluation System Under The B2C Cross Border E-commerce

In recent years, cross-border e-commerce in China has emerged and continued to develop quickly, more and more people join the global online shopping ranks, cross-border e-commerce platform has become a new field of the development of e-commerce. Through cross-border shopping e-commerce platform, domestic consumers will are able to buy high-quality overseas products while staying at home with lower price and they get a new operating mode to meet their pursuit of high quality of international life needs. This platform also attracts more and more traditional retailers and e-commerce operators into this field. But at the same time, the development of cross-border logistics of our country is relatively slow, problems such as high delivery cost and slow deliveries seriously affect the consumer’s shopping experience and cross-border logistics has become a short board that restrict the sustainable development of cross-border business. Establish a scientific evaluation system for B2 C cross-border logistics service quality evaluation system is very important to enhance customer satisfaction. Based on the above background, this paper has some practical significance to enrich the connotation of B2 C cross-border logistics service quality, and promote the healthy and orderly development of cross-border e-commerce.This paper is on the basis of consulting literature and analyzing the current situation of cross border logistics service, through the aid of the network questionnaire survey and SPSS software, the qualitative analysis and quantitative analysis are combined to carry out research work effectively. First of all, this paper define the meaning of logistics service quality of B2 C cross-border through searching domestic and foreign literature about the concept of quality of service and logistics service quality, combining with the present situation and characteristics of the B2 C cross-border express logistics service. Second, on the basis of the LSQ model and SERVQUAL model, combining with the special situation of cross-border logistics service in China, this paper establish the original B2 C cross-border business logistics service quality evaluation system which includes five dimensions of evaluation(time, economy, reliability, assurance and staff quality) and 21 specific evaluation indexes. Third, this paper design the questionnaire according to the original evaluation system and the research 179 respondents, then conducted a survey with exploratory factor analysis and regression analysis in order to purify and determine the relative weights and the order of the original evaluation index and get the final B2 C cross-border e-commerce logistics service quality evaluation system. Fourth, the theoretical model is applied to the actual, the B2 C cross-border e-commerce logistics service quality evaluation system is used to evaluate Tmall’s logistics service quality, drawing the score and ranking of various dimensions and indexes, this paper puts forward the corresponding suggestions to improve Tmall’s customer satisfaction.