A Study on Express Enterprise Service Quality Evaluation under the Background of B2C E-commerce
Abstract：With the rapid development of B2C e- commerce，there are increasingly more problems with express service， which will have impact on customers’decision-making of purchasing. Based on the theory of SERVAQAL，the author rebuilds the index system of express enterprise service quality evaluation under the background of B2C e- commerce；the author also determines the quality requirement of key customers with the help of QFD and FAHP，determines the relation matrix of quality house with the help of expert scoring and questionnaire，deploy express service quality function，and establish the quality house for the improvement of service quality，which will provide express enterprises with effective ways to find out the key service factors and service station for improvement. The express enterprises should find out their own problems to improve service level to adapt to the rapid development of e-commerce logistics.
Key words：service quality evaluation scale；quality function deployment；B2C e-commerce；FAHP