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Research of the B2C E-commerce express logistics service quality evaluation system building

机译：B2C电子商务快递物流服务质量评估体系建设研究

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摘要

With the development of economy, the progress of science and technology, electronic commerce is penetrated into all fields of people's life at a fast speed; it brings a revolution to the traditional way to trade and pulls the appearance of the express logistics enterprise. E-commerce and express have become industries closely related to each other in a new economic era. On the one hand, by relying on express realized leap-forward development, e-commerce has become an increasingly important role in the field of circulation of consumption; on the other hand, e-commerce has become an important power that drives express service growth. Express logistics service is a very important link in the electronic commerce system, but at present, the level of express logistics service as a whole is not high, restricted by various problems, thus it is necessary to set up a scientific evaluation system, standardize e-commerce express logistics market, improve the express logistics enterprise's core competitiveness, thus improve the consumer shopping experience, also provide ideas for e-commerce shopping website. In this paper, the method of theoretical analysis and empirical analysis, qualitative analysis and quantitative analysis combining are used in the research. In theory, this paper take logistics service quality management, ecommerce knowledge express logistics service quality as the foundation, draw lessons from SERVQUAL service quality evaluation model and LSQ logistics service quality evaluation model set up by domestic and foreign relevant scholars; by combining with the characteristics of B2C e-commerce express logistics service chain and the express service industry standards, establish the B2C e-commerce express logistics service quality evaluation system; In case analysis, use the established evaluation system to do express logistics service quality analysis.
机译：随着经济的发展，科学技术的进步，电子商务的迅速渗透到人们生活的各个领域。它给传统的贸易方式带来了革命，并拉动了快递物流企业的面貌。在新的经济时代，电子商务和快递已成为彼此密切相关的行业。一方面，依靠快速实现的跨越式发展，电子商务已成为消费流通领域中越来越重要的角色。另一方面，电子商务已成为驱动快递服务增长的重要力量。快递物流服务是电子商务系统中非常重要的一环，但目前快递物流服务整体水平还不高，受各种问题的制约，因此有必要建立科学的评价体系，规范电子商务的发展。电子商务快递物流市场，提高了快递物流企业的核心竞争力，从而改善了消费者的购物体验，也为电子商务购物网站提供了思路。本文采用理论分析与实证分析，定性分析与定量分析相结合的方法进行研究。从理论上讲，本文以物流服务质量管理，电子商务知识表达物流服务质量为基础，借鉴国内外相关学者建立的SERVQUAL服务质量评价模型和LSQ物流服务质量评价模型。结合B2C电子商务快递物流服务链的特点和快递行业标准，建立B2C电子商务快递物流服务质量评价体系。在案例分析中，使用已建立的评估系统进行快递物流服务质量分析。

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