Performance Evaluation Of Logistics Service In B2C E-commerce Enterprise

During the process of e-commerce transactions, it is necessary to complete thetransfer of information flow, capital flow, business flow and logistics flow. In China, thedevelopment of logistics relatively lags behind the former “three flow”，which restricts thedevelopment of e-commerce enterprise. In order to better control the logistics service,improve the customer satisfaction and grab the market share, some B2C e-commerceenterprises established several nationwide logistics/distribution centers and transportteams. This thesis argues that if enterprises want to improve the level of logistics servicesand gain competitive advantage, they need to have a scientific logistics serviceperformance evaluation system. By having this system, the control ability of the enterpriseto the logistics operational process can be strengthened and the cognition of the enterpriseto the service output can be improved. As a result, the enterprises will improve theirlogistics system and logistics service.The thesis firstly analyzes the operational process and characteristics of B2Ce-commerce enterprise s logistics service in China, and reviews relevant literature aboutenterprise and supply chain performance evaluation; then it establishes an logistics serviceevaluation index system of the B2C e-commerce enterprise from both internal andexternal dimensions. The internal performance index includes cost index, reliability index,response index and information ability index, while the external performance index refersto customer s perception index. Secondly, it designs and releases the questionnaire byusing the analytic hierarchy process, and then determines the index weight based on theproposed evaluation index system by using both analytic hierarchy process and the Delphimethod. Thirdly, the thesis releases the performance satisfaction questionnaire, and getsthe fuzzy matrix by fuzzy comprehensive evaluation method through specific software;then obtains the final value of the whole logistics performance by index weight and fuzzymatrix. Finally, the logistics service performance evaluation project is applied to a B2C e-commerce enterprise in China for evaluating its logistics service performance，so as toprove the effectiveness and applicability of the finding.