Measurement Model Of Logistics Service Quality And Its Application For B2C E-commerce

With the development of service-oriented economy and the popularity of B2C e-commerce, logistics service change the simple delivery service into higher level service which is more time-sensitive, more flexible, more humanized and satisfy the demands of customers greatly. Therefore, logistics service became a important way to get advantage for B2C e-commerce company. At present, most of B2C e-commerce company have realized the value of logistics service, but there is lack of a complete and scientific system for measuring the logistics service quality. Thence, it has practical significance to research on the measurement of logistics services quality.First of all, the related literature of service and service quality were reviewed, their concept, feature and measurement model were summarized. The connotation of logistics service quality was defined on this basis of the logistics service characteristics in B2C e-commerce environment. Secondly, referring to the SERVQUAL model and LSQ model, a measurement model of logistics service quality for B2C e-commerce was built on the view of the customer's expectations -perception perspective,which includes 6 dimensions (reliability, timeliness, flexibility, empathy, information, economic indicators), 28 indexes and the measurement function expression. In order to modify the model further, the corresponding scale and questionnaire were designed according to the theoretical model. By processing the data from the questionnaire, the measurement model of logistics service quality in B2C e-commerce was vertified and modified: First, the reliability of sample data was verified by descriptive statistics of the sample data. Second, the indicators were filtered and adjusted by correlation analysis and exploratory factor analysis, and reliability and validity of the measurement model were examined. Third, the factors was put in order and thire weight was given by regression analysis, then, a B2C e-commerce model of logistics service quality contain 6 dimensions 28 indexes was built. At last, the measurement model was applied to measure logistics service quality of Jingdong Mall which is a typical of B2C e-commerce company,according to the result, some suggestion were propose on the view of customer expectation-perception perspective to improve the logistics service quality of Jingdong Mall .