Research On The Logistics Service Quality Of Fresh E-commerce Of Company B Based On Customer Satisfaction

In recent years,China's fresh e-commerce market has developed rapidly,and the volume of market transactions has increased year by year.From 2010 to 2017,the transaction scale of China's fresh e-commerce market has increased by 350 times in a short period of 8 years.By the end of 2018,The transaction scale of the fresh e-commerce market has successfully exceeded 200 billion yuan.However,the problems in the quality of fresh e-commerce logistics services are increasingly prominent.Due to the quality of logistics service,customer complaints and customer bad reviews are not uncommon.This not only restricts the rapid development of the logistics industry,but also seriously hinders the development of the fresh e-commerce industry.Therefore,it has great momentous theoretical and practical significance to study the logistics service quality of fresh e-commerce industry for the logistics industry and the fresh e-commerce industry.This paper uses the method of literature research and empirical research to study the quality of fresh e-commerce logistics services.Firstly,it summarizes the literature and concept related to the quality of fresh e-commerce logistics service,and sorts out the service quality theory,logistics service quality theory and customer satisfaction theory.Based on this,it proposes an initial evaluation indicator system,which includes 5 dimensions and 18 indicators consisting visibility,freshness,responsiveness,security and convenience;Secondly,based on the initial evaluation indicator system,the questionnaire is designed and surveyed.Then the SPSS software is used to analyze the survey data: reliability analysis,validity analysis,correlation analysis,factor analysis,etc.According to the analysis results,the initial evaluation indicator system is optimized and adjusted,and some dimensions and indicators are deleted,and finally get an evaluation indicator system including 15 indicators and 4 dimensions,which are visibility,freshness,responsiveness and convenience,and calculate the weight of each dimension and indicator.Finally,a fresh e-commerce company B in Henan is selected as a case to conduct questionnaire design,questionnaire survey and questionnaire analysis,and calculate the gap between the expectation-awareness of company B's fresh e-commerce logistics service quality,and the quality score of fresh e-commerce logistics service,and analyze and evaluate the quality results of company B's fresh e-commerce logistics service.Through the research and analysis,the conclusions reached in this paper are as follows:(1)Based on the theory of customer satisfaction,this paper proposes a relatively scientific and reasonable evaluation indictor system for fresh e-commerce logistics service quality;(2)By calculating the weights of each dimension and indictor in the evaluation indictor system,it can be seen that there are differences in the customer's attention to the quality of fresh e-commerce logistics service;(3)Company B's fresh e-commerce logistics service quality score is negative,and customer satisfaction is unsatisfactory state.Based on this,the corresponding improvement suggestions are put forward.