Research On The Quality Evaluation System Of Home Appliance Sales E-commerce Logistics Service

With the increasing popularity of consumer online shopping and home appliance sales enterprises continue to accelerate the trend of commercialization,online sales of home appliances has become the third largest home appliance enterprise marketing channel.Electricity is one of the important channels of home appliance sales,in the rapid development of the same time,also accompanied by a lot of problems.Appliance products have a special nature and the complexity of the service,has become the focus of customer complaints.At present,scholars have studied the quality of logistics service quality in e-commerce environment from different angles,but few scholars have studied from the perspective of market segmentation.How to evaluate the sales of home appliances has not yet formed a set of systematic science Methods and systems.The purpose of this paper is to develop a set of logistics service quality evaluation system suitable for home appliance sales,and use the evaluation system to help home appliances sell electricity providers to find out the shortcomings of their logistics services and make suggestions for improvement,hoping to make more reasonable use of enterprises of the logistics resources.Based on the SERVQUAL model and the LSQ model,this paper constructs the quality evaluation system of the service quality of the appliance sales service,which is based on the service quality of the service,the quality of service,the quality of the logistics service and the shopping of the home appliance network.The evaluation system includes a total of 25 indicators of tangibility,reliability,responsiveness,care,convenience and economy.In order to further revise the evaluation system,a set of questionnaires was designed and 194 valid questionnaires were collected by questionnaire.The data were analyzed by SPSS 22.0 software,exploratory factor analysis,reliability and validity test.Analysis,to achieve the purpose of screening and purification of indicators,and ultimately determine the electrical appliances sale electricity logistics service quality evaluation index.On this basis,the use of AMOS 22.0 software to establish a measurement model to determine the weight of each indicator.Finally,Suning Appliance is used as the object to carry on the application research,uses the above evaluation index system to carry on the appraisal,uses the IPA model to carry on the analysis.And according to the analysis results,putting forward some advice and suggestions to improve Suning logistics service quality.