A Study Of Evaluation Logistic Perceived Services Quality In B2C E-Commerce

Nowadays, E-commerce is into a relatively stable stage of rapid development. Logistics services, as an important part of the process of e-commerce transactions, has restricted the further development of e-commerce. Consumers never get a good services, logistics service satisfaction unsatisfactory, the complaint rate high, while the competitive strategy which based on the price, brings great survive pressure to domestic B2C e-commerce companies. Companies urgently need to enhance their competitive advantage by improving the quality of service. Although many B2C e-commerce companies realize the value of logistics services, there still have no scientific methods and systems to evaluate the e-commerce logistics service quality. This thesis focuses on the problem, proposed a system of logistics service quality measures and established measurement model which meet the conditions of domestic B2C e-commerce. Thence, it has some practical significance.By introducing "perception service" concept of marketing, taking the perspective of the ultimate consumer, The study use Service Performance as the theoretical basis and framework of evaluation system; learning the LSQ (logistics service quality) model of Mentzes for determining the dimensions and indicators; considering the Features of B2C e-commerce logistics services, through literature review, expert interviews, group discussion, constructed the corresponding evaluation model, collect date by satisfaction questionnaire, and correction model based on survey data in order to establish a complete B2C e-commerce logistics perceived service quality model.Taking Jingdong Mall as specific examples, through evaluate its logistics service quality to put forward opinions and suggestions about reform, ultimately improved customer satisfaction, and promote d the development of B2C e-commerce businesses.