Study On Service Quality Evaluation And Improvement Strategy Of J Company’s Fresh E-commerce Logistics In The Post-epidemic Era

Since the beginning of 2020,affected by the sudden COVID-19 epidemic,consumers’ demand for online fresh products has surged,and major e-commerce enterprises have entered this field one after another,making the fresh e-commerce industry a new force.However,into the post-epidemic era,the competition focus of fresh electricity business enterprises from customer incremental competition to stock competition,more and more attention to the safety and reliability of distribution,professional timely customer experience,pay attention to customer satisfaction.J Company,as a fresh e-commerce platform enterprise,how to further improve the logistics service quality of fresh e-commerce,improve customer satisfaction and win the market competition in the post-epidemic era has become one of the most noteworthy issues.Through theoretical research and practical research,this paper determines the research direction of the thesis.First of all,through literature review and combined with the investigation of J Company’s fresh e-commerce logistics service quality,this paper puts forward the principles and ideas of establishing the evaluation index system of fresh e-commerce logistics service quality in J company.In the process of index system construction,the existing index system of logistics service quality is comprehensively studied through bibliometric analysis,starting from the post-epidemic era and the perspective of the whole chain.Combined with the actual problems existing in the development process of J Company,the initial evaluation index system is constructed,and the customer review data of J Company is explored and mined from the perspective of customer satisfaction evaluation,and the initial index system is adjusted and revised to make it more accurate and comprehensive evaluation of logistics service quality from the perspective of customers.Secondly,the combined weight method is used to determine the weight of the index system.By sending weight questionnaires to logistics experts,logistics practitioners and actual consumers,the analytic hierarchy process(AHP)and entropy weight method were respectively applied to determine the index weights under different subject perspectives,and the combined weights of the above two weights were obtained by the multiplication synthesis method,so as to reduce the errors caused by the single method in weight setting.Then,the fuzzy comprehensive evaluation method is used to analyze and evaluate the quality of fresh e-commerce logistics service of Company J,and the evaluation results of the quality of fresh e-commerce logistics service of Company J in the post-epidemic era are obtained.It is found that consumers’ evaluation of the quality of fresh e-commerce logistics service of Company J is higher than the average level,but it does not reach high customer satisfaction or complete customer satisfaction,and further improvement is needed.Finally,this paper uses reverse diagnosis algorithm to determine the main direction of J Company’s logistics service quality that needs to be improved.The results show that: Customer personalized service,accurate and reliable orders,stable fresh supply and other seven indicators need to be improved.Through root analysis and exploration of these indicators,specific improvement strategies are proposed for J Company to improve and optimize the quality of fresh e-commerce logistics service in the post-epidemic era.