Cross-border E-commerence Bonded Stock LSQ Model

With the steady growth of China' s economy and the continuous advancement of the digitalization of the world economy,cross-border e-commerce has become an important way to release the people's expanding consumer demand.There is a broad market development space in the future.As a bridge between cross-border e-commerce platform and consumers,cross-border e-commerce logistics is an important factor affecting customer experience and customer satisfaction.Improving logistics service quality fosters customer loyalty and enhances core competitiveness of cross-border e-commerce platform.However,the development of cross-border logistics in China is relatively lagging behind.There are problems such as high transportation cost and long waiting period.The emergence of bonded import models has greatly improved these problems.In bonded-stock mode,through the construction of bonded warehouses,the platform and merchants are allowed to complete the procurement of goods in advance,which greatly improves the transportation timeliness.As a result,this mode is favored by more and more businesses.Based on this background,this paper studied the quality evaluation of imported cross-border e-commerce bonded stock logistics service,purposed to measure customers' evaluation,find service defects,and promote the import of cross-border e-commerce platform to improve the quality of its bonded import logistics service.Based on the classic theory of service quality research and logistics service quality research,this paper comprehensively considered the characteristics of bonded import logistics service,drawn on SERVQUAL model and LSQ model,and build a logistics services quality evaluation system of bonded stock mode from customer perspective.Based on the evaluation system,this paper designed questionnaire with the Likert 7-point scale,which was used to investigate the expectation and actual performance perception of the bonded import logistics service.Through the statistical analysis methods such as project analysis,factor analysis,reliability test and validity test,the indicators and structure of the evaluation system were adjusted to verify the effectiveness and reliability,and form a formal evaluation system,which includes five dimensions:availability,responsiveness,empathy,economy,and security.Tmall International and JD Global were selected as typical representatives to conduct empirical research,this paper evaluated the quality of bonded logistics services on both platforms,analyzed service defects and proposed improvements.Considering that in the actual application process,the improvement of service defects is not a one-off,this paper selected the indicators of service defects,applied the KANO analysis method,determined the attribute of the indicators from the qualitative point of view,and combined the scores of the indicators in the evaluation model with the quantitative angle.Comprehensively determined the service defects to improve the priority and enhanced the practicality of the research results.This research has strong pertinence and practicality.Enterprises can be used for self-examination of logistics service defects,or analysis by competitors,knowing ourselves and knowing each other,making targeted improvements and improving competitiveness.