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Academic Journal of Computing & Information Science, 2023, 6(10); doi: 10.25236/AJCIS.2023.061020.

Optimization Analysis of Service Quality of Cainiao Station


Chi-Hsiang Ting1, Chin-Lien Chang2, Wenjia Xi1, Chen Li1, Zhenyu Tang1, Jianfeng Luo1

Corresponding Author:
Chi-Hsiang Ting

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

Cite This Paper

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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