Study On The Satisfaction Degree Of O2O Freight Platform Based On Customer Demand

In the current background of "Internet + Logistics",with the city freight O2 O platform as a bridge between point-to-point within the city,driven by the wave of the internet has also experienced rapid development and rise,that revealed its hidden huge business opportunities and market potential.However,with the development of society,the needs of users from the single,standardized to personalized,differentiated transformation,these changes to the same city freight industry to the benign development of challenges.Therefore,in the "survival of the fittest" market mechanism and "buyer’s Market" model of the common role,how to integrate a large number of user demand feedback information,from which to excavate the user’s real demand trends,looking for user pain points to enhance the user’s experience in order to improve user satisfaction for the same city freight O2 O platform is particularly important.Taking the city freight O2 O platform of company A as a case,this paper aims at the problems existing in dealing with the key needs of users in the management process of improving the user satisfaction,and puts forward the user’s online comments as the starting point based on the user’s needs,aiming at the data mining technology,which is mainly Review the relevant literature research at home and abroad as a supplement,seeking common ground while reserving differences,selected 22 factors affecting user satisfaction,divided it into five dimensions: platform quality,payment process,vehicle quality,handling services,freight services,the construction of user needs from the perspective of O2 O freight platform user satisfaction evaluation index system.Secondly,by means of questionnaire survey,the rationality of reliability and validity Test index system is used,and the first and second order quality house model of user satisfaction is constructed by using quality function.Finally,combined with QFD,the grey comprehensive evaluation model of user satisfaction is established,and the user satisfaction of company A is comprehensively evaluated,and the corresponding management enlightenment is put forward according to the evaluation results.The results show that the overall satisfaction level of the city freight O2 O platform of company A is between general satisfaction and satisfaction,which is medium level.Among the five dimensions that affect user satisfaction,the user is the most satisfied with the freight service,the vehicle quality and platform quality are the second,and the user satisfaction of the handling service and the payment process is at a disadvantage.Compared with its secondary indicators,users ’satisfaction with driving safety is the highest,and users’ dissatisfaction is the timeliness of platform refunds.Based on the results of this study and the user’s real satisfaction,the two are basically in agreement.Therefore,the user satisfaction evaluation model of O2 O shipping platform based on the user’s perspective can better reflect the user’s satisfaction evaluation results.For the business of city freight O2 O platform to enhance user experience and satisfaction has a good meaning.