基于订单调度的B2C电子商务服务质量评价

服务质量满意度研究在B2C公司的生存和成功中起着重要的作用。只有在认识到自己服务质量水平的前提下,才能不断提升顾客购物体验,同时对服务质量进行创新和潜力挖掘。本文利用目标-手段链理论和对文献进行回顾,得出电子商务服务质量的决定维度,重点考虑订单调度、客户服务、网站设计、商品可靠性和安全/隐私这五个维度,探究每个维度下电子商务服务质量感知基础的属性,制定现有研究未涵盖的属性综合评价指标体系。然后运用模糊评价法分析每个属性的重要性。本文最后提出优化订单调度策略、提升客户服务水平、提高商品可靠性等服务质量改进以及基于用户配送时间敏感度的在线订单调度数学模型的建议。

The study of service quality＇s satisfaction plays a fundamental role in the survival and success of the company. Only on the premise of recognizing the level of service quality can we continuously improve the customer shopping experience and explore the innovation and potential of service quality. This paper makes use of the target-means chain theory and the review of the literature to obtain the decision dimensions of the service quality of e-commerce, and focuses on the five dimensions of order schedule, customer service, website design, commodity reliability and security/privacy. The attributes of e-commerce service quality perception under each dimension are explored, and a comprehensive evaluation index system of attributes not covered by existing research is developed. And then the fuzzy evaluation is used to analyze the importance of each attribute. Finally, the paper puts forward some strategies to improve the service quality, such as optimizing order scheduling strategy, improving customer service level, improving commodity reliability and so on.