Research On Online Sales Service Quality Risk Assessment And Countermeasures Of J Company

Electronic commerce has become very popular in our country and has become a new driving force for China's economic growth.However,while e-commerce brings convenience to consumers,it also brings a lot of problems.The problems of basic services such as delivery and exchange of goods are still prevalent among current e-commerce companies.To fundamentally control the occurrence of such problems,reduce the harm of service quality incidents,the problem of the main producers-online sellers,should take corresponding measures to prevent the happening of the service quality problems,and make analysis,response and control measures.Based on this,this article to J company online sales service quality,risk assessment and countermeasures research of J company's online sales service quality risk assessment,try to use the risk management thought for online sales business of the J company to provide a service quality problem prevention,assessment and response,as well as for other similar enterprises to carry out online sales service quality risk assessment work to provide the reference.First of all,this paper summarizes the concepts and theories of service quality management,e-commerce service quality and risk management,and summarizes relevant research status at home and abroad.Second,the integrated use of fishbone diagram,flow chart and other relevant method of risk identification,from the online sellers trading service process,service quality forming process and the service quality gap theory Angle of view of J company online sales service quality summary,which can identify the risk factors on the basis,of building the risk assessment index system;After that,the method of analytic hierarchy process,risk matrix method and cloud model was used to evaluate the quality risk of the online sales service of J company.In the end,the risk assessment is put forward for J company.Through the research,this paper finds that the risk factors of the online sales service of J company can be identified by using the risk theory,and 31 risk factors are identified.Through risk assessment can be found that risk factors among them 18 belongs to medium risk level and above,and J company online sales service quality with risk factors for each stage of coping Suggestions are put forward.