B2B和C2C两种模式下电子商务物流服务质量评价指标体系比较分析

Analysis on Comparison of E-commerce Logistics Service Quality Evaluation Index Systems under B2B & C2C Models

对B2B和C2C两种模式下的电子商务物流服务流程分别进行了概述,按照全面性、区分性、定量和定性相结合、结果评价和过程评价相结合、可操作性等原则,建立了B2B和C2C两种模式下的电子商务物流服务质量评价指标体系,并从便利性、响应性、可靠性、关怀性四个维度对两种模式下的电子商务物流服务质量评价指标进行了比较分析。

In this paper, we summarized the e-commerce logistics service processes under the two models： B2B and C2C. According to the principles of combining comprehensiveness, distinction, quantitative and qualitative methods, combining the result evaluation and the process evaluation, maneuverability etc., we respectively established the two e-commerce logistics service quality evaluation index systems under B2B and C2C models. In the end, we conducted the comparative analysis on the evaluation indexes under the two models from the following four dimensions： convenience, responsiveness, reliability and solicitude.