| With the continuous development of e-commerce,fresh produce e-commerce,a new business model,is also growing.However,there are some dilemmas in fresh food e-commerce,such as the perishability of the fresh products themselves,and the existence of certain waiting costs after purchase leading to more negative consumer sentiment,etc.These problems boil down to the quality of logistics services.Nowadays,there are mainly two logistics modes in B2 C fresh food e-commerce,so what are the differences in logistics service quality between JD’s self-operated store,which is mainly self-operated logistics,and Tmall’s flagship store,which is mainly third-party logistics,in terms of different evaluation dimensions,and what are the insights for future B2 C fresh food e-commerce start-ups to choose logistics modes,in order to address this core issue,this paper makes the following research.In this paper,firstly,online comment data of fresh products in JD’s self-operated store and Tmall’s official flagship store were obtained through web crawlers,and the online reviews were numerically processed based on CNKI sentiment dictionary,and TF-IDF was used to calculate the weight of indicators.Secondly,the different logistics modes of self-operated logistics and third-party logistics,and the difference in logistics service quality of different types of fresh products(meat,vegetables,aquatic products,and fruits)were compared and analyzed from the four aspects of reliability,timeliness,professionalism,and empathy.The results show that: self-operated logistics services are better than third-party logistics in terms of timeliness,empathy and professionalism,but the advantage of professionalism is not significant,and slightly lower than third-party logistics in terms of reliability;Among different fresh products,evaluation on logistics service quality of fruits and vegetables is low.Self-operated logistics enterprises should rely on big data and cloud computing to improve the cold chain logistics system and use complete warehousing and distribution system to enhance the efficiency of products circulation because of good reputation and corporate brand influence;Third-party logistics enterprises should strengthen platform information sharing,promote alliance cooperation among various nodes of fresh produce e-commerce supply chain.By this way,the whole process of accurate service from order to delivery is realized,the professionalism of distribution personnel is improved,and consumers are provided with safe and healthy fresh products and nice shopping experience. |
