| With the rise of “Internet+” and big data,e-commerce has developed faster,which has brought many new development opportunities to crowdsourcing logistics companies,and it has also created huge challenges for crowdsourcing logistics companies.Especially in the service quality of crowdsourcing logistics companies,the performance is quite obvious.Various types of customer complaints and news reports have raised questions about their service quality,resulting in high customer complaint rates and service exposure,and customer satisfaction with the quality of corporate services.The degree is not high,making the development of crowdsourcing logistics companies into a predicament.How to make a scientific assessment of the service quality of crowdsourcing logistics companies,find the key factors affecting the quality of service,and then establish a corresponding monitoring system and protection measures,has become a problem that crowdsourcing logistics companies urgently need to solve.Based on this,this article takes the perspective of service contact,establishes the contact model of crowdsourcing logistics service under the information technology environment,and realizes the scientific assessment,effective monitoring and effective protection of crowdsourcing logistics service quality.This article reviews and summarizes relevant literature on crowdsourcing logistics service quality,considers SERVQUAL models and LSQ models,and considers the actual characteristics of urban crowdsourcing logistics and proposes corresponding evaluation indicators.First of all,the survey questionnaire was designed to obtain survey data through the issuance and recovery of questionnaires.The reliability and validity analysis and factor analysis of the data were conducted to determine the evaluation index system of service quality in the whole process of crowdsourcing logistics.Secondly,the structural equation model path diagram is constructed based on the relationship between various indicators and variables and the interaction between variables.The potential variables of the model are five variables: customer satisfaction,technical contact,personnel contact,and platform contact.contact with the goods.Finally,the results of the model are analyzed,including model fit test,path analysis,hypothesis test,and effect analysis.The results of the study are that the four contact factors have a positive and related influence on the customer satisfaction of crowdsourcing logistics companies.Among them,the most influential ones are the technical contacts.In addition,the information security,the information accuracy rate and the satisfaction degree with other companies are more relevant to crowdsourcing logistics.The overall service quality has the most significant impact. |
