Research on Evaluation of Customer Experience of B2C E-commerce Logistics Enterprises

摘要

With the rapid development of E-commerce, more and more enterprises attach great importance to customer experience, and B2C E-commerce logistics enterprises make no exception. The good customer experience can promote consumer s' perception of the service level of E-Commerce logistics enterprises. This paper establishes index system customer experience of B2C E-commerce logistics enterprises, uses analytic hierarchy process to determine the weight of each level index, establishes the fuzzy comprehensive evaluation model, finally the case study shows that it is reasonable and credible to evaluate customer experience of B2C E-commerce logistics enterprises with analytic hierarchy process and fuzzy comprehensive evaluation.