Research On Evaluation Of Express Service Quality In E-commerce

With the improvement of the living and consumption purchasing power of our country's residents and the flourishing development of the social economy,e-commerce is also developing and perfecting.Service industry as a new industry,has been the people's attention.As an important part of modern service industry,express industry plays an important role in improving people's quality of life and improving people's well-being index.Therefore,the healthy development of the express industry is about people's livelihood,about happiness.In recent years,because online shopping has become an indispensable part of daily life.A large number of packages With the rise of online shopping continue to emerge,you can see the rapid development of e-commerce,but also for the development of China's express industry has brought great opportunities.The development of E-commerce has spawned people diversification,individualization and customization needs,but the courier industry continues to meet people's needs at the same time,a variety of service quality problems are high,the quality of service has become a constraint express enterprises,especially some Small and medium-sized express delivery business development of the main bottleneck,courier companies if you want to develop by leaps and bounds,we must continuously upgrade its quality of service.In such a large market economy environment,e-commerce environment,the quality of service delivery enterprises to evaluate is particularly important.This paper first introduces the theory of E-commerce,service quality and evaluation and courier service quality and evaluation of the relevant theory,According to the characteristics of China's express industry,combined with revised SREVQUAL scale,using research interviews and small sample questionnaires in the form of questions raised items,On the basis of the initial questionnaire evaluation,the evaluation index system of courier enterprise service quality under E-commerce environment is formed.In this study,principal component analysis and gray fuzzy comprehensive evaluation method are adopted.Through qualitative analysis and quantitative analysis,the weights of each index are determined according to the principal component analysis method.Then,the gray fuzzy comprehensive evaluation is used to obtain the information of express enterprises in E-commerce Service quality evaluation results.In the end,this paper analyzes the service quality of ZT Express based on the analysis of the reliable data collected from the questionnaire,and analyzes the evaluation results.Find the problem of ZT express company in the aspect of service quality,propose the countermeasure suggestion to improve the service quality of ZT express company aiming at the problem discovered.This paper has based on the reality of China's express industry,the actual needs of customers are obtained through field research and interviews.Based on the questionnaire survey,this paper puts forward and constructs the evaluation index system of courier service quality under e-commerce environment,and uses qualitative and quantitative analysis.Combined with the method to evaluate the quality of service and propose improvement measures.Has a certain value and significance.