Cross-Border E-Commerce Logistics Service Quality Evaluation System Based on Online Reviews
摘要: 跨境电商迅速发展的同时,与之相适应的跨境电商物流日益引起人们的重视,本文对跨境电商平台的物流服务质量进行评价,并针对各方面提出相应的对策与建议。同时文章还结合SERVQUAL模型、LSQ模型及跨境电商物流服务的具体特点,初步构建了跨境电商物流服务质量评价体系,在此基础上通过收集阿里巴巴国际站的在线评论数据,探讨物流评价体系中各项指标的重要性,以期探究评价跨境电商物流服务质量的关键指标,为后续跨境电商平台进行物流服务质量评价奠定基础,进而做出相应的改进对策,帮助其改善和提升物流服务水平,满足顾客期望。本文根据阿里巴巴国际站的在线评论数据,最终确定了5个维度14个指标的跨境电商物流服务质量评价指标体系。
Abstract: The rapid development of cross-border e-commerce has highlighted the importance of effective logistics services. This paper evaluates the logistics service quality of cross-border e-commerce platforms and offers practical strategies and recommendations. By integrating the SERVQUAL model, LSQ model, and specific characteristics of crossborder e-commerce logistics, an initial evaluation system was developed. Online review data from Alibaba overseas website was analyzed to assess the significance of various indicators in the evaluation system. The aim is to identify key quality indicators, providing a foundation for future evaluations and suggesting improvement measures to enhance logistics services and meet customer expectations. Based on the data, a cross-border e-commerce logistics service quality evaluation system comprising five dimensions and fourteen indicators was finalized.
[V1] | 2024-09-23 11:40:29 | PSSXiv:202409.01683V1 | 下载全文 |
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