B2C ENTERPRISE LOGISTICS DISTRIBUTION SERVICE EVALUATION INDEX SYSTEM BASED ON CUSTOMER SATISFACTION FACTOR ANALYSIS——A CASE OF WM COMPANY

摘要

This research empirically examines the critical factors affecting customer satisfaction of online shopping in China.Atypical B2C enterprise-WM Company is taken as the analysis case.We collect 714 customer ratings from a professional public scoring website-dianping, com.Through analyzing the customer ratings of WM Companyby the application of word frequency analysis techniques, the paperobtains the factors that affect B2C customer satisfaction.The results show that the quality of distribution service is the main reason of customer complaints.The paper further establishes an evaluation index system of B2C enterprise logistics distribution service.