物流是B2C电商企业的核心竞争力,配送几乎是与顾客面对面交流的唯一窗口,良好的配送服务会为企业带来很多忠诚客户,为企业塑造良好口碑。在分析型Kano模型的基础上对满意度水平阈值的确定方法作出改进,并进行检验分析,为京东商城改善配送服务质量提供参考。 Logistics is the core competitiveness of B2C e-commerce companies, delivery is almost the only window to face-to-face with customers, a good delivery service will bring a lot of loyal customers, create a good reputation for the business. On the basis of analytical Kano model, the method of determining the threshold of satisfaction level is improved and the test analysis is conducted to provide reference for improving the quality of delivery service of Jingdong Mall.