| Based on the development of information technology,e-commerce and Internet of things,plus the background of fast pace life and huge economic pressure,more and more people regard online shopping as a part of life,especially young group.While the logistics distribution is the key link of e-commerce is also in close contact with the customer only link,its importance is self-evident;but the problems are clear,for example,express the loss and damage,delay,unable to provide personalized services and other issues.Therefore,in order to improve customer satisfaction,the purpose of this paper is to improve the quality of logistics service,so that it can provide a basis for businesses to choose the third party logistics enterprises,and at the same time,it can also improve customer satisfaction with businesses,so that businesses can get greater profits.Through the collation of scholars on the evaluation of logistics service quality to enhance customer satisfaction of the article,combined with consumers in real life considerations,summarizes the 6 observation dimensions of logistics service quality evaluation,23 indicators:(4)the service reliability and service flexibility(3),delivery timeliness(5),professional services(5)?information quality(3),service economy(3);and the observation index of observation index 2 customer satisfaction and 3 online shopping satisfaction observation quantity has 28 measurement index table.Before the formal research,60 valid samples were selected randomly as a pre survey.Data and SPSS21.0 and AMSO21.0 software were used to analyze the reliability and validity of the initial scale to purify the quantity.After purification,there were 24 items in the scale.This paper puts forward the research hypothesis and constructs the customer satisfaction evaluation model of logistics service quality under the environment of C2C.Through the issuance of a formal questionnaire,descriptive analysis and exploratory factor analysis are carried out for the effective sample data obtained.Then the customer satisfaction intermediary verification and analysis of structural equation model to test the hypothesis.The results show that the logistics service quality has a positive impact on customer satisfaction,customer satisfaction has mediating effect on logistics service quality and online shopping satisfaction;logistics service quality evaluation dimensions of service flexibility,timeliness,quality of service delivery,professional information on customer online shopping satisfaction has a positive impact,including the professional service first,delivery timeliness also proves that the fourth;in the online shopping in the dominance of logistics,improve logistics service quality priority among priorities is to improve the last miledistribution of logistics service quality.Through the analysis of the data can be the logistics enterprises and network stores to put forward the feasibility of suggestions. |
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