Evaluation Research on Return Logistics Service Quality in the Enviroment of B2C

With the rapid development of Internet technology and information technology,B2C e-commerce is showing a momentum of rapid development. At present,more and more B2C companies have regarded return logistics service as the most important factor to improve customer service quality,to enhance market competitiveness and to improve customer loyalty. So research studies on how to build a return logistics service quality evaluation system in the B2C environment and which method should be used to evaluate return logistics service quality have important theoretical and practical significance for B2C company promoting their return logistics service quality.The initial return logistics service quality evaluation model in the environment of B2C, which included5factors and24indicators, was built based on the analysis of a large number of domestic and foreign logistics service quality literature.Those lower correlation indicators were removed from the intial evaluation model by analyzing the item-total correlation of factors,which were based on the data collected by survey. Reliability testing and validity testing were done to verify the stability and effectiveness of the evaluation model.The final evaluation index system was determined in the end.This thesis focused on the application of dynamic fuzzy comprehensive evaluation algorithm to the return logistics service quality evaluation in the evironment of B2C.The determination processes of the evaluation factors set,remark set,evaluation weight set,dynamic model evaluation matrix,dynamic fuzzy recursive solution and the results single binarizing processing were elaborated in the thesis.At last,the return logistics service quality evaluation system and the dynamic fuzzy comprehensive evaluation algorithm were used to evaluate the return logistics service quality of VANCL.The evaluation result verified the practicality and effectiveness of the evaluation model and algorithm.