With the acceleration of consumption upgrading,consumers'requirements for the quality of delivery services of community fresh e-commerce platforms are constantly increasing.Based on SERVQUAL and LSQ theoretical models,this paper constructs a distribution service quality evaluation system from 5 aspects,including safety,supportability,visibility,flexibility and convenience as well as 12 first-level indicators and 17 second-level indicators.It also uses questionnaire sur-veys to collect first-hand data to evaluate the community fresh food distribution service quality of Meituan Optimal.The re-sults show that Meituan Optimal has problems such as low after-sales service quality,inflexible pick-up times that cannot meet special needs,and poor flexibility in distribution methods.Finally,the paper puts forward some optimization and im-provement strategies.
关键词
服务质量/SERVQUAL和LSQ模型/社区生鲜配送
Key words
service quality/SERVQUAL and LSQ models/community fresh delivery
维普
万方数据