Research On The Logistics Service Quality Evaluation Of The 3PL Enterprises In E-commence Environment

In recent years,with the explosive growth of the e-commerce,the e-logistics has increased rapidly.As the most important main force of the e-logistics,the third party logistics enterprises have been growing at a top speed.However,for the better service quality required by the consumers and the stricter rules and regulations formulated by the government,the 3PL industry is facing the great challenge to improve the service quality.What's more,there are some limitations of previous studies in this field.This paper focused on the 3PL enterprises in the e-business environment,and according to the services they provided,it attempted to establish the evaluation systems of e-logistics service quality in terms of customers.In present paper,there were two types of the e-logistics users:the on-line shopping sellers and the on-line shopping buyers.First of all,adopting the methods of literature research and in-depth interviews,this paper built two kinds of initial e-logistics service quality evaluation systems,one from the perspective of on-line shopping sellers and the other from the perspective of on-line buyers.Secondly,it designed two sets of questionnaires according to the initial evaluation systems followed by a questionnaire survey.Then it analyzed the data with the SPSS 19.0 software,and finally got the revised two sets of e-logistics service quality evaluation systems.Furthermore,the paper figured out the drawbacks of the 3PL enterprises based on the survey.Finally,combining the current state of the 3PL enterprises with related Management Theory,some advices for improvement were put forward after the analysis.Further studies and limitations were discussed.