Research On Service Quality Improvement Strategy Of Fresh E-commerce Based On SCYX Community Group-buying Model

Since the emergence of community group-buying in the market in 2020,the overall business is still faced with many problems,such as the lack of effective organization and coordination among the links of commodity supply,logistics distribution and leader service,low platform service quality and high order defect rate,which make it difficult to reduce the unit price cost.As far as the current situation is concerned,there is a lack of scientific service standards within community group-buying enterprises to reasonably evaluate the service quality level of their platforms,and there are few studies on the service quality evaluation of fresh e-commerce platforms in the academic community group-buying mode.Therefore,based on the SERVQUAL scale and LSQ model,this paper also conducted a survey on industry insiders and B-end leaders,and sorted out 14 indicators from 4 dimensions to form a service quality evaluation framework.The index set describes the service overview of community group-buying business from four perspectives: platform commodity,logistics service,head service and after-sales service,and establishes the weight of the index through analytic hierarchy process.After the questionnaire survey data is recovered,fuzzy comprehensive evaluation method is finally used to analyze and evaluate the index.Finally,according to the analysis results,suggestions are given to improve the service quality of the platform,so as to provide references for the exploration and optimization of fresh e-commerce under the community group-buying mode,which has positive significance for promoting the healthy development of community group-buying and fresh e-commerce industry.