Empirical Research Of Express Service Quality Evaluation Under The Background Of B2C Online Shopping

E-commerce, as a revolution in the field of commerce, is also quietly changing the shopping patterns of consumers, even the lifestyle, while it changes the traditional business model. The rapid development of online shopping has led a group of emerging industries, among which the online shopping express industry is clearly indispensable to the online shopping. For express delivery enterprises, faced with a flood of e-commerce, opportunities and challenges are always inseparable, e-commerce has brought a lot of orders to the express industry, at the same time, etc. The lack of hard and soft power, for instance the personnel, equipment, management etc. makes express service quality always become the criticizing point of online shoppers; Similarly, for e-commerce enterprises, the point is not the form of managing the e-commerce sites, also not the form of logistics model, but to win the consumers hearts by providing good online shopping experience.I conducted this research job through reading a large number of literatures related to online shopping and service quality, utilizing online questionnaire, SPSS and other research methods and tools, also combining qualitative analysis with quantitative analysis. Firstly, the concepts related to B2C online shopping express services is defined, and the basic theory related to express and express services is expounded, then the express service differentiation under the background of B2C online shopping is emphatically analyzed; secondly the focus of this paper is on the China’s B2C online shopping market and the analysis of the current situation of express services then exploring the main issues and hidden influencing factors of express services under the background of China’s B2C online shopping; Thirdly, a preliminary express service quality evaluation dimension, more suitable for B2C online shopping background, is constructed on the basis of service quality theory related and also by drawing the evaluation method of service quality and logistics service quality; Fourth, the paper collected data by questionnaires, then assigned data to the degree of satisfaction perceived directly by consumers with seven Likert method, which is to make quantitative analysis by statistical analysis software SPSS, then test and revise the evaluation index system according to specific circumstances in order to establish suitable express service quality evaluation index system under the background of B2C online shopping; Fifth, the corrected index system is applied in practical, in order to verify its legitimacy. Finally, the purpose of constructing the express service quality evaluation index system is to provide practical suggestions for B2C websites or the express enterprise from instant, convenient, reliability, empathy and other aspects besides providing theoretical reference value for other researchers, which is finally to improve the overall service quality of express effectively, and provide better online shopping experience for online shoppers.