Study on the Development of O2O E-commerce Platform of China from the Perspective of Offline Service Quality
Yingsheng Du, Youchun Tang

Abstract
O2O e-commerce mode is a combination of offline business opportunities with the Internet. O2O e-commerce platforms attract customers online, but the real consumption of services must be experienced by consumers offline. This mode puts high request forward to offline service quality. Firstly, this paper analyzes the present situation of the O2O e-commerce development in China. Then it expounds the offline service quality problems of O2O mode at the present stage. At last, this article puts some countermeasures forward for how to improve offline service quality from the dimensions of tangibles, reliability, responsiveness, assurance and empathy, in order to provide some suggestions to the healthy development of O2O e-commerce platform in China.

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