An Empirical Study of the Quality Evaluation in Logistic Service of the B2C E-commerce Companies in China

Abstract

As the outsourcing of key suppliers and business processes becomes increasingly popular, the evaluation and selection of the logistics outsourcing companies is of critical importance in supply chain management. However, there are few quantitative studies on the investigation of the main affecting factors of the logistics service quality focused on the market in China, which is one of the developing countries with the highest online population growth. This paper is an attempt to identify the main factors affecting the logistics service satisfaction of the B2C e-commerce sites in China, and Fisher’s exact test is applied to identify the main affecting factors of logistics service satisfaction and evaluation. The results could be the guideline for the e-commerce companies in terms of improving their outsourcing logistics services. © 2014 SERSC.