The Evaluation Of Logistics Service Quality Based On Customer Perception Expectation In B2C E-commerce Environment

In recent years, the development of B2C e-commerce market is very fast, The turnover of double eleven day can reach more than ten billions yuan. But from the current "four streams" development situation, Logistics is relatively behind other "three streams", and become a bottleneck restricting of the development of electronic commerce enterprises. There are many problems in the logistics service of electronic business enterprise-violence sorting, not in time delivery, and poor communication, cause a lot of consumer complaints, lead to poor consumer satisfaction, and then affect the speed of B2C E-commerce development. In order to improve customer satisfaction and seize market share, it is very important to carry out the B2C e-commerce logistics service quality evaluation from the consumer point of viewFirst, this paper refers to a large number of relevant literature, Industry standards and regulations, practical investigation, SERVQUAL model and LSQ model, then constructs the evaluation model of logistics service quality based on customer perception in B2C e-commerce environment, this model includes six evaluation dimensions, such as empathy quality, response quality, reliable quality, convenient quality, information quality and economic quality, and 23 specific evaluation indexes.Then, we designed a questionnaire on the factors that influencing the importance of logistics service to select the 23 evaluation indicators by the importance. According to the results of the questionnaire, we eliminated two indicators, and retained the other 21 important evaluation index.Next, this paper designs a questionnaire to validate the model, by descriptive statistical analysis、correlation analysis and so on. The results show that the model has good validity, and can be used to evaluate the quality of logistics service in B2C e-commerce environment.Last, combined with the evaluation results of logistics service quality of Jingdong, this paper gives suggestions from the aspects of dimension elements and index elements and provides reference for the improvement of logistics service quality of Jingdong.