The Evolution Research Of The Business To Customer E-commerce Logistic Service Quality Based On Extenics

With the development of electronic information and network technology, E-commerce has been widely applied in society. Especially the online shopping, relying on its rich products, low price, no time and geographical restrictions and other distinctive characteristics, which has attracted a large number of consumers. In recent years, China’s online retail market has seen a big growth. The market share of B2C e-commerce has gradually increased and become a mainstay of China’s e-commerce development. However, with the rapid development of B2C e-commerce, consumers demand for enterprise service quality is also getting higher and higher. Logistics services is considered to be one of the three main inhibitions of B2C e-commerce and improve logistics service quality has gradually become an important way of B2C e-commerce enterprises to obtain competitive advantage.At present, the research on how to evaluate the quality of B2C e-commerce logistics services has not yet formed a complete and scientific theoretical system and method. On the basis of the theory of extenics, this thesis focus on this problem, establish B2C e-commerce logistics service quality evaluation model, which can effectively solve quantitative evaluation problem of B2C e-commerce logistics service quality.Firstly, this thesis introduces the logistics service quality theory and the status quo and features of China’s e-commerce logistics services. Then using basic element theory in extenics, through the analysis of the expansion of the B2C e-commerce logistics service quality, establishes suitable B2C e-commerce environment logistics service quality evaluation system. And use the nonlinear extension synthetic evaluation method in extenics to establish the B2C e-commerce logistics service quality evaluation model. We put forward a method using simple correlation function for the dynamic empowerment measure, which can effectively solve the various index according to different evaluation objects. In order to show the reliability and practicability of the model, this thesisr selects T-mall as a research object, according to consumer place of receipt is first-tier cities, a special period such as a double tenth, the Spring Festival, analyze its logistics service quality evaluation respectively. The evaluation results better illustrates the current situation of B2C e-commerce logistics services, as well as provides direction to improve the quality of B2C e-commerce logistics service. The method has certain practical application value.