A Study On Express Service Quality Evaluation Model And Its Application Of C2C Online Shopping Market

In recent years,the booming development of Internet and E-commerce created new commercial behavior and economic model.Our shopping behavior has also extended from traditional entity store to Internet virtual store. By 2010, the transaction size of China's online shopping market has reached 4980.0 billion yuan, accounting for 3.2 percent of total retail sales of social consumer goods, while showing strong growth momentum. C2C transactional mode is growing with the speed of more than 90 percent compound annual growth average ,and occupying the main share of online shopping market. However, with the rapid development of financial network and the gradual improvement of related laws , express distribution problem has become the biggest bottleneck to hinder C2C online shopping market developing to larger scale. From the perspective of Express companies , the rapid development of online shopping has made them face severe challenges,on the other hand, also has brought a lot of orders which have become the main factors to promote Express companies'business growth. How to provide better services to C2C online shopping market will become the key for Express companies to win market competition. Therefore, it is worthwhile to research on express service of C2C online shopping market.In this paper, we make use of document analysis, questionnaire survey, mathematical statistics and other methods to carry out research work, and integrate qualitative and quantitative analysis, as well as the combination of service quality evaluation theory, express service theory and statistics . The research focuses on the evaluation of express service quality of C2C online shopping market.At first,this paper defined the related concept of C2C online shopping, analyzed the transactional process of C2C online shopping, reviewed elementary theory about express and express service, and paid more attention to analyzing the express service's characteristics of C2C online shopping market.Secondly, we make systematic analysis on the status quo of express service of C2C online shopping market,and point out the main problems of express service of C2C online shopping market.Then, we reviewed related theory about service quality service at the same time ,based express service quality evaluation system and initial assessment model of C2C online shopping market with referencing the evaluation method on service quality and logistics service quality , accessing relevant literatures and works. Then, this paper adopted questionnaire survey to collect data, and obtained numerical value of indexes in evaluation system from customer perspective.On one hand, we made statistical analysis on collected data ,on the other hand,the evaluation model has been tested and revised ,what's more,the express service quality evaluation system of C2C online shopping market has been established with measurement dimensions and specific evaluation index being determined, after that,we explored the relationship between all dimensions with overall service quality,and calculated dimensions on the contribution rate of overall service quality.Finally, this paper discussed the application of the model from theoretical and practical perspective. In theory application ,the quality evaluation model which has reference value can be used as theoretical basis of related express service quality study; In practical applications, based on the model,we can come up with methods separately from the timeliness, convenience, reliability and empathising perspective to help express companies scientifically improve express service quality and enhance market competitive.