Research On The Influencing Factors Of Logistics Service Quality In Business To Customer Electronic Commerce Mode

In recent years, the internet technology has a rapid development in China. The number of Internet users is increasing fast. Online shopping is increasingly favored by more consumers. As a result of the low cost, rich commodity and easy operating of online shopping, more customers join online shopping, in the same time, the high logistics services requirements are asked. Today B2C show great vitality in various industries because of bilateral information communication, flexible transaction way, efficient logistics and low cost. B2C logistics service evolves to customized service process which is high flexibility, high-value-added and high humanity from the original process. It has grown from the original simple which is just satisfy the needs from supplier to demand to a new form, which is composition of time-sensitive, high flexibility, high value-added, high-humanization logistics services. And logistics service becomes an important factor for B2C enterprise with competitive advantage.B2C logistics service is an important issue. It is necessary to explore the factors of logistics service quality, the effect size and the relationship of various factors. Researching B2C logistics service quality will make a good influence on improving the logistics service quality. Firstly, I summarized the concept and characteristics of B2C e-commerce, service quality and logistics service quality. Learn related mode, consider the characteristics and the current development of Chinese B2C e-commerce, definite the meaning of the B2C e-commerce logistics service quality. Secondly, drawing on the research results and SERVQUAL model and LSQ model, starting from the customers’ expectations-perception of satisfaction perspective, design a theoretical model of the impact factors of the B2C e-commerce logistics service quality and research assumptions. The model established standardization, reliability, timeliness and humane four impact factors of B2C logistics service quality and the impact path of the factors on the quality of logistics services. Then I designed a questionnaire in accordance with the theoretical model and hypotheses to do the further research. Correcting the ancient model according to the questionnaire date, do descriptive statistical analysis, and test the reliability and validity of the sample data by SPSS. Thirdly, establish the structural model and measurement model apply with AMOS. And calculates the result, do inspection and correction, explant the final corrected model. Lastly, investigate and analysis B2C logistics service quality, find the problems and proposed some measures for Chinese B2C logistics services quality improvement.