Research On The Evaluation Of Online Shopping Express Service Quality Based On Customer Perception

Nowadays,the great development of e-commerce has brought about an increasing rise in online shopping transactions.The courier business based on online shopping orders is increasing,and a large number of courier companies have entered to intensify the competition between courier industries.As the crucial part of the express service corporations,the service quality symbolizes the standard of corporate competitiveness and decides whether the enterprises can stay invincible.There is no doubt that it is imperative to perfect the corporate service quality.Research on the service quality of online shopping express should be taken seriously.Based on the perspective of customer perceptions,this study builds a model of online shopping express service quality.This paper utilizes the catastrophe progression method to estimate the service grade of Taobao’s third-party express corporation from the aspects of reliability,safety,response,convenience,and empathy.Primarily,this paper details the study of services quality,logistics and online shopping express service quality,then analyzes the meaning of online shopping express service,policies and regulations of express services,and then through collective discussions with online shopping customers,experts and scholars,finally summarizer the corresponding elements and designs the basic questionnaire content.The questionnaires were revised and distributed to customers for completion.Next,this paper utilizes the information processing tool SPSS to analyze the correlation of elements on account of the questionnaires data,and revises the elements architecture of online shopping express service quality.Again,the values of various elements are computed by the entropy weight method,and then are ranked.Lastly,the estimate structure of express service quality on account of catastrophe progression method is set up.According to the above,this paper takes a thorough approach to analyze the services quality of online shopping express.This research generate a novel idea for the study of online shopping express service quality,and roundly exposes the defects existing in the express industry,also advances suited improvement steps,for optimization of online shopping express service quality and enhancing the standard of corporate competitiveness has great application prospect.