Study On Private Express Service Quality Evaluation In The E-commerce Environment

In recent years,with the booming development of Internet and E-commerce, express delivery industry is developping rapidly in China,emerged many localization of private expree delivery except for China Post.Meanwhile,the international express delivery giants have to seize the domestic express delivery market,so the industry is increasingly competition.The rapid development of E-commerce online shopping has brought a lot of orders for private express delivery companies which have become the main factors to promote Express companies’business growth.Meanwhile,the express industry still frequently have a series of quality problem,leading to a large number of complaints.Also has made them face severe challenges.How to provide better services to E-commerce online shopping market will become the key for private express delivery companies to win market competition.Therefore,effectively measure the quality of express enterprises as well as to find key elements to improve the quality of service will better respond to market demand,win customers,gain a firm foothold in the fierce competition,it will become an important part of express enterprises quality management.First of all,the related literature of E-commerce,private express and service quality were reviewed and summarized,in addition,This article take service quality gap analysis model and SERVQUAL model as the theoretical basis.The connotation of logistics service quality was defined on this basis of the private express service characteristics in E-commerce environment,a measurement model of private express service quality for E-commerce environment was built on the view of the customer’expectations-perception perspective, which includes5dimensions (tangibles, reliability, responsiveness, assurance, empathy),22indexes. Then converted index system into a questionnaire.Taking the typical e-commerce platform-the Taobao e-commerce website as the object of the empirical research.Using statistical software SPSS19.0Chinese version to conduct a series of statistical analysis,including descriptive statistics,reliability test,correlation analysis and multiple regression analysis.And calculated dimension on the contribution rate of overall service quality.Coming up with scientific and efficient improving measure according to the scale of contribution rate of the service quality index. This study further extend the use of SERVQUAL scale,at the same time it provide a tool for quality assessment and improvement of the private express service in E-commerce environment.It has some important theoretical significance for domestic private express delivery business to improve the service quality in a targeted manner and enhance market competitive.