Author(s)

Zhitan Feng, Yiyun Shui

Corresponding Author

Zhitan Feng

ABSTRACT

With the rapid development of e-commerce, there have been some problems, such as important logistics issues. The logistics market is chaotic, there is no unified management system and rules and regulations, consumer complaints are increasing, and a series of problems such as delay in delivery, long delivery time, and return and exchange are serious. The quality of logistics service is caused by the consumer experience. This paper first constructs the logistics platform service quality evaluation system, and then takes Jingdong Mall as an example to conduct empirical research. Firstly, determine the weight value of each dimension, and then use the fuzzy comprehensive evaluation method to calculate the satisfaction and satisfaction of Jingdong Mall's comprehensive logistics service score. It is 0.52, which is higher than the general satisfaction of 0.42. The dissatisfaction is very small, indicating that Jingdong's overall logistics service quality is good, but the return and exchange efficiency, return and exchange costs, and online customer service quality need to be further improved.

KEYWORDS

E-commerce, self-built logistics, service quality evaluation, fuzzy comprehensive evaluation method, Jingdong Mall