Optimization Analysis of Service Quality of Cainiao Station

Abstract

The rapid development of e-commerce platforms has provided consumers with diverse shopping choices. This study focuses on the service quality of Taobao, the largest e-commerce brand in China, and Cainiao Station, its service logistics system. Through actual investigation, it was found that customer expectations can affect the business performance of e-commerce. There is a correlation between service performance and satisfaction, as well as customer complaints. Customer complaints can even affect customer loyalty and repurchase rate.