A Research On Customer Perception Based On O2O

With the rapid development of 020 e-commerce mode in recent years,in many industries has formed a superposition,cumulative effect.The key of this model in the show through an online platform to attract consumers,products or services online to complete the purchase process,and then through the off-line way to accept the traditional experience of products or services,which puts forward higher request to the online and offline two aspects of quality of service.According to the theory of customer perceived value,customer perceived value will have a direct impact on customer trust and satisfaction,thereby affecting customer loyalty.The key to attract and retain consumers is the competitive advantage of the business.In particular,based on the current status of low customer perceived value under the 020 model,the need for research on customer perceived service quality system under 020 mode and establish risk management,seek specific factors to enhance customer perceived value and the effective measures for 020 enterprises to enhance customer perceived value to promote customer satisfaction and loyalty provide effective countermeasures.Firstly,this paper introduces the theory of customer perceived service quality system.Then,Take Yidatong 020 comprehensive foreign trade service platform as the research object,analysis of the current situation of Yidatong 020 service quality and the existing problems.From the actual situation of the company,based on customer perceived value theory,provide a solution for Yidatong to enhance and improve the quality of service.By using the SERVQUAL scale,combined with the identification of existing research results and the influence of service quality factors,design expert interviews and questionnaire on the basis of this,according to the survey results and modify the weights of various indicators,build a comprehensive foreign trade service platform service quality evaluation model,and the model index of the reliability and validity of the verification.Conclusion:to further improve Yidatong's O2O service quality,service team set up a more competitive line,to establish long-term strategic partnership to play a good supporting role with customers,lay a solid foundation for the sustainable development of the company,so as to maintain continued leading position in the market competition.