Research On Service Quality Evaluation Of Community E-Commerce Logistics Based On System Dynamics

Along with the continuous promotion of the digitalization process,community e-commerce,an emerging business model based on big data,the Internet,logistics and distribution,mobile payment and other integrated digital information methods,has become one of the hottest e-commerce models of today.Although community e-commerce has caught the wind of the group buying model,many of these platforms have also exposed their shortcomings-logistics.Logistics links and logistics services as a community e-commerce platform and the "lifeline" between the customer,seriously affect the consumer’s evaluation of community e-commerce services,logistics service quality for the major e-commerce platform is crucial.Therefore,the establishment of a set of perfect logistics service quality evaluation system can not only improve the core competitiveness of community e-commerce,but also ensure the high-quality development and sustainable development of community e-commerce.According to the above background,this paper will construct a community e-commerce logistics service quality evaluation system and its system dynamics model,and conduct model simulation.Firstly,this paper combines the business process of community e-commerce logistics services,LSQ model and relevant literature and research results of experts and scholars,divides the evaluation system into three subsystems: order processing service quality,logistics process service quality and after-sales service quality,and establishes the community e-commerce logistics service quality evaluation system from the perspective of customer perception.Secondly,quantitative data were collected through questionnaire surveys,descriptive statistical analysis,reliability test,overall correlation analysis and half confidence test were carried out on the evaluation index system,and entropy weighting method was used to calculate and determine the weights of each sub-system and its specific indexes.Then,the system dynamics simulation model is established with the identified evaluation indicators as the system variables,which includes determining the system boundary,establishing the system causality diagram and the system dynamics flow diagram,and giving the variable equations and the nature of each relevant variable on this basis.Finally,the constructed system dynamics model is applied to the T platform,and the relevant data of the platform is collected and simulated.And based on the simulation results to make trend,sensitivity and policy experimental analysis,it is suggested that the T platform mainly invest more in the coverage of self-pick-up points,and give appropriate attention and investment in staff skill level and increase the cost of return and exchange subsidies.The study can provide a reference and decision basis for T Platform to improve its community e-commerce logistics service quality,so that it can be continuously improved and optimised in practical application.