基于淘宝电子商务平台的供应链物流服务质量测度

Study on Measurement of Supply Chain Logistics Service Quality on Taobao E-commerce Platform

研究了电子商务供应链物流的流通过程,构建了电子商务企业供应链物流服务测度模型,并通过网调手段,收集了以淘宝电子商务平台为对象的调查数据,计算了淘宝电子商务平台物流质量,并采用了配对样本T检验的方法验证了顾客期望与感知之间的差异性,为提升淘宝物流服务质量提供一定的借鉴,也为其他电子商务平台物流服务质量的改善提供参考。

In this paper, we studied the logistics circulation process of the e- commerce supply chains, and established the quality measurement model of the supply chain logistics services of the e- commerce enterprises. Next, through online survey, we collected the relevant data of the Taobao E-commerce platform which was the subject of this study, calculated the quality of the logistics services for this platform and verified the difference between customer expectation and perception.