Research On The Service Quality Evaluation Of C2C E-Commerce Courier Enterprises Based On Fuzzy DEA

With the rapid development of online shopping,it brings courier enterprises the opportunity,and also makes them face serious challenges at the same time.Especially in the C2 C online shopping,the complaints of courier service from users are increasing.So the courier service quality evaluation of C2 C becomes a realistic problem being worthy of study.Many scholars do the research from the perspective of customer perception,and take customers as the main body in the evaluation.It is difficult to reflect the actual service levels of courier enterprises objectively.In the existing evaluation system,courier service is usually as the seller's service content evaluated by buyers.Facing the problem in the C2 C courier service quality evaluation,this paper aims to establish a independent and comprehensive courier service quality multi-evaluation model from the perspective of the buyer,the seller and the third party institutions.And according to the result of comprehensive evaluation,it can make a service level evaluation to express enterprises.First of all,this paper discusses the background and significance of the research,analyzes the current research status at home and abroad,describes the research methods and content expounds the related theory of e-commerce and courier.And above provide theoretical basis and guidance for the full text.Secondly,in allusion to the problem existing in e-commerce courier development status quo and delivery service quality,this paper analysis the flaws of the existing evaluation system.It laid a foundation for the construction of new courier enterprise evaluation index system.Thirdly,according to the express enterprise actual situation,establish the express delivery service quality evaluation index system preliminarily by investigation,research,analysis from three dimension of buyer,seller and the third party.Based on the factor analysis to construct comprehensive evaluation index system.Adopt principal component analysis method to determine the index weight.Use the Fuzzy DEA evaluation method to build the comprehensive evaluation model.Then make the comprehensive evaluation to express enterprises.Finally,chose common express companies used in C2 C e-commerce to do empirical analysis for decision making unite.And according to the evaluation score,make hierarchy for various express enterprises.Then,put forward improvement suggestion to C2 C express delivery service quality.