An Empirical Study of Logistics Service Quality Evaluation Model in the Context of Network Big Data

Bing Zheng, Chun Wang


This paper first puts forward the issue from the point of view of customers, and explores the initial factors of logistics service quality through the in-depth interview and the Delphi method. Secondly, the survey uses the “direct measure perception of service performance” service quality measurement method, and selects Internet store to complete the empirical research. Finally, the paper tests the reliability and validity of the logistics service quality evaluation model, and confirms five Logistics service quality dimensions, order quality, customization service quality, convenient quality, delivery quality, and order discrepancy handling quality.


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