Assessment On The Logistics Service Quality Of JD Enterprise And Suggestion On The Improvement Of The Service

With the rapid development of the Internet, e-commerce, as a new transaction platform, has become a critically important distribution channel. More and more enterprises have poured into e-commerce field. However, according to relevant study, we find that,with the increasingly mature online shopping market, consumers begin to pay more attention to the quality of the goods and the experience of the shopping process, while the logistics service let consumers down. Consequently, the rate of complaint is at a high level, which has a direct impact on the customer satisfaction and loyalty. Thus, it can be seen that logistics problem is the greatest barrier hindering the development of e-commerce industry. It has become a crucial focus for e-commerce enterprises to improve their logistics service.Therefore, this paper is designed to carry out a study on the logistics serv ice quality of JD enterprise who do business through Internet, hoping to find out possible strategies of improvement. First of all, it makes a deep analysis o n the existing assessment system of logistics service quality and builds a scien tific and reasonable assessment model suitable for the logistics service quality of the e-commerce enterprises.Next, relying on the investigation data of questio nnaire of logistics service quality and the features of JD enterprise, this paper has made judgment and analysis on the logistics service quality by using the structured model, through which it can conclude that we should increase the l ogistics service quality in its economical efficiency and empathy, improve its c onvenience and after-sale service in all respects and maintain the reliability.In t he end of this paper, based on the problems that JD enterprise has, it puts for ward suggestion of improvement from two aspects :macroscopic and microspic.