Research On Express Delivery Service Quality Assessment Of Electronic Products With The Background Of B2C

Electronic commerce achieves consumer online payment,online shopping and other activities by the information network technology.As an important form of electronic commerce,good reputation and service make B2 C become more popular,also make B2 C e-commerce can maintain vitality and continue to develop.This paper analyzes and researches following aspects through consulting the related literature,the Yearbook,journalism,referring to the research status of express service quality,applying questionnaires and SPSS analysis research methods and tools,using qualitative and quantitative methods.Firstly,this paper elaborates related concepts of electronic products online shopping express service quality in the B2 C context,describes basic theory related to express and express service,analyzes status and particularity of electronic products online shopping delivery service in the B2 C context,summarizes the main problems and reasons existing in the electronic products express service quality under the background of China’s B2 C.Secondly,this paper summarizes the related theories of the service quality.Then it refers to SERVQUAL model proposed by PZB and other service quality model,combines with the special nature of the electronic products online shopping to establish electronic products online shopping express service quality evaluation index system under the B2 C background containing 5 dimensions and 30 indicators.Thirdly,according to the initial index system,using 7 Likert scale to design,distribute and recover the questionnaires.Then,this paper establishes evaluation index system containing 4 dimensions and 27 indicators by using SPSS to analyze data and modify the initial index system.It also discusses the relationship between the dimensions and indicators and overall express service quality,and weights every indicators of the indicators system.At the end of this paper,it made an empirical research by the example of Jingdong Mall based on the indicator system and combined with the express service in the other B2 C electronic products online shopping platform to put forward countermeasures and suggestions of how to improve the quality of service.It contributes to provide personalized service for consumers,improve express enterprises’ service quality and provide theoretical reference for relevant research of express service quality.