Service Quality Measurement of a Distribution Enterprise Serving E-commerce

Abstract

Physical distribution service is significant to lowing costs and increasing core competitiveness for a logistics company serving e-commerce. This paper delineates features and functions of a distribution company in an E-commerce context. Then, the paper sets an indicator framework to measure distribution service quality. To do that, this paper employs the AHP method to determine the weight for an indicator, computing the index of service quality at a distribution firm (for B-C business), ZTO. The study concludes that for assessing E-commerce distribution service quality, distribution service is the most important dimension and information service is fairly important. This study also concludes that ZTO has achieved superior performance in both customer and order processing service but needs to put a larger amount of effort into information service for enhancing performance of logistics distribution in the E-commerce setting.