Research On The Service Quality Evaluation Of Ele.me Takeout Logistics Based On The SERVPERF Model

With the rapid development of mobile Internet,the food delivery industry is becoming increasingly popular in the Chinese market,and the food delivery platform keeps growing.While providing more convenience to consumers,it also faces some problems,such as food safety,delivery service quality and other deficiencies,which may bring actual losses and safety risks to consumers,lead to the decline of consumer satisfaction,and affect the development of enterprises.As a leader in the industry,Ele.me’s logistics service quality is closely related to the competitiveness of the enterprise.Therefore,scientific evaluation of delivery logistics service quality is a problem worth studying.Based on SERVPERF model,this paper takes Ele.me delivery platform as an example to establish an evaluation index system of logistics service quality.Through literature research and questionnaire survey,this paper collects information about Ele.me delivery service quality.Finally,an evaluation index system of Ele.me delivery logistics service quality was formed.Determine the final evaluation index system of Ele.me delivery logistics service quality.The results show that consumers’ overall evaluation of Ele.me delivery logistics service quality has not reached the satisfactory standard.Based on the research results,the following optimization suggestions are put forward:strengthen the quality control of service process,improve the reliable quality of logistics service;Optimize the service process speed mechanism,improve the quality of logistics service time;Reduce the loss of funds in the service process,improve the quality of logistics service economy;Strengthen user information security,improve the quality of logistics service security;Strengthen the quality of food variety personnel and improve the quality of logistics service,so as to improve the quality of Ele.me delivery logistics service and the overall satisfaction of users.