Research On The Quality Evaluation Of Reverse Logistics Recycling Service Of Waste Goods Under The Background Of Low Carbon

With the continuous growth of the world’s population and economic scale,the environmental problems caused by energy consumption are gradually exacerbated,which has become a serious threat to the sustainable development of humanity.Among them,a "low-carbon wave" is flaring up worldwide.In the logistics industry,reverse logistics recycling plays an important role in reducing resource waste and environmental impact.However,for the main consumers of recycling,the quality of recycling services has a profound impact on the willingness and experience of consumers with recycling.Therefore,this paper integrates the "low-carbon" awareness into the reverse logistics recycling service,constructs the reverse logistics recycling quality system under the low-carbon background and promotes the adaptation of the low-carbon development and the future social development of companies.Therefore,in this paper,firstly,through literature analysis,questionnaire survey and LDA theme clustering,on the basis of SERVQUAL model and LSQ model,we initially constructed an index system for the quality of the reverse logistics recycling service of used goods,and then revised the indexes through the prediction test questionnaire,and finally constructed an evaluation system containing 6 dimensions of reliability,information,timeliness,assurance,empathy and economy,with 22 indexes.Secondly,regarding the evaluation methods,structural equation modelling and modified IPA analysis were chosen in this paper.Using structural equation modelling,the causal relationships between each dimension and index were investigated and the weights of each dimension and index were obtained.Then,using the modified IPA analysis method,the relationships between the quality of the reverse logistics recovery service and the importance of satisfaction with the Alipay platform are analysed and their positions on the IPA quadrant diagram are ranked.Finally,we assess the quality of the reverse logistics recycling service on the Alipay Ant platform,identify areas for improvement of this recycling service based on the weighting scores and results of the modified IPA analysis,and propose appropriate corrective actions to support the development of reverse logistics recycling in a low-carbon context.The first innovation of this paper is the use of LDA thematic clustering for problem analysis;the second is the combination of structural equation modelling and modified IPA analysis into the evaluation study.However,the study in this paper does not consider the logistics costs of platforms and recycling merchants,which needs to be further optimised in future research.