Research On Quality Evaluation Of Self-service Logistics Service Based On Customer Perception

In recent years,the online shopping platform has developed rapidly and gradually penetrated into every angle of people's lives.However,the realization of online shopping platform can not be separated from the supporting logistics system,the improvement of self-logistics system,that is,the quality of logistics services seriously affect the evaluation of customer service quality of the platform.Therefore,to understand the concept of self-logistics business,to understand the quality of customer service for the logistics needs,has become a common concern in the field of e-commerce and logistics issues.Aiming at the above situation,the paper focuses on the service quality of self-service logistics,and makes use of the combination of theoretical research,qualitative research and quantitative research.This paper mainly studies the evaluation model of self-logistics service quality in the environment of e-commerce development.By using the previous research theory and research results,including SERVQUAL model,LSQ model and electric service platform service model,the consumer perception of logistics service is quantified,the self-service logistics service evaluation scale is developed,and the five dimensions of research is determined,including empathy,reactivity,reliability,flexibility and economy.It is assumed that the five dimensions mentioned above affect the quality of logistics services.According to the scale designed for the quality of self-logistics service questionnaire.Through the empirical study,the scale was tested,using the SPSS data analysis software and AMOS data analysis software.The results of the model are analyzed step by step,including exploratory factor analysis and confirmatory factor analysis,dimension and index weight determination.Based on the previous research theory,the quality of logistics service is the difference between perceived service quality and expected service quality,the mathematical relationship of self-logistics service quality is also constructed.Through the introduction of SuNing Tesco case,we use the model obtained above to verify the quality of SuNing Tesco logistics services.Analysis the reasons about why some of the SuNing Tesco logistics services quality with a low score.In view of the problems existing in SuNing Tesco logistics,the paper puts forward the suggestions for logistics development.