Study Of Service Quality Evaluation In B2C E-commerce Platform Based On Fuzzy Language Variables

Since the development of Internet technology,e-commerce market has been constantly open and fully covered.The era of competition caused by information asymmetry has passed.E-commerce industry has developed from the era of products to the era of service science.Customers’ consumption concepts have become more mature and their demand of service quality has been increasing.More and more customers pay more attention to the services perceived in the process of consumption.B2 C e-commerce platform should pay more attention to customers and services in strategic competition,to conform to the development of The Times and customer needs.Aiming at the problem of service quality evaluation of B2 C e-commerce platform,this paper starts with the analysis of service content of B2 C e-commerce platform and the technical analysis of service blueprint and service process.At the same time,this paper divides B2 C e-commerce platforms into three categories: independent service platform,platform service platform and comprehensive service platform.This paper analyzes the service differentiation of three types of B2 C e-commerce platforms,extracts the key service factors affecting the service quality of B2 C e-commerce platforms,and builds an innovative evaluation index system of B2 C e-commerce platform service quality guided by the key factor framework and combined with the connotation of service quality evaluation and classic scale.Considering the fuzzy features of service quality evaluation,this paper designs the steps of service quality evaluation of B2 C e-commerce platform based on fuzzy language variables to drive the improvement of service quality of the platform.The main contributions of this paper are as follows:(1)Analyze the service content and service process of B2 C e-commerce platform,divide the existing B2 C platform into three categories,and compare the service differentiation among them,to extract the service elements that affect the service differentiation.(2)According to the key factors affecting service quality,the evaluation system of service quality in B2 C e-commerce platform is constructed.(3)The paper designs the evaluation steps of service quality in B2 C e-commerce platform based on fuzzy language variables and converts the fuzzy language variables into triangular fuzzy Numbers for fuzzy evaluation.