Academic Journal of Computing & Information Science, 2023, 6(10); doi: 10.25236/AJCIS.2023.061020.
Chi-Hsiang Ting1, Chin-Lien Chang2, Wenjia Xi1, Chen Li1, Zhenyu Tang1, Jianfeng Luo1
1Faculty of Management Engineering, Huaiyin Institute of Technology, Huai’an, Jiangsu, China
2Student Affairs Office, Huaiyin Institute of Technology, Huai’an, Jiangsu, China
The rapid development of e-commerce platforms has provided consumers with diverse shopping choices. This study focuses on the service quality of Taobao, the largest e-commerce brand in China, and Cainiao Station, its service logistics system. Through actual investigation, it was found that customer expectations can affect the business performance of e-commerce. There is a correlation between service performance and satisfaction, as well as customer complaints. Customer complaints can even affect customer loyalty and repurchase rate.
Logistics engineering, e-commerce, Cainiao Station, service quality, customer satisfaction
Chi-Hsiang Ting, Chin-Lien Chang, Wenjia Xi, Chen Li, Zhenyu Tang, Jianfeng Luo. Optimization Analysis of Service Quality of Cainiao Station. Academic Journal of Computing & Information Science (2023), Vol. 6, Issue 10: 138-142. https://doi.org/10.25236/AJCIS.2023.061020.
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