摘要
本文通过对B2C电子商务模式下退货流程与服务设计、退货物流等的研究,主要从B2C电子商务网站和消费者角度,采用问卷调查结合因子分析的方法进行研究。首先调查分析的是B2C电子商务模式下退货政策和物流的现状;其次,通过研究消费者退货原因和消费者退货满意度,得到B2C电子商务消费者退货的两个主要影响因素分别为退货流程与服务设计和退货物流;最后将淘宝商城作为案例,提出相关的建议和策略来改善其退货流程与服务设计以及退货物流。
This article is mainly written from the perspective of B2 C e-commerce sites and consumers,and is a study of return reason and customer satisfaction. The conclusion was drawn by means of the questionnaire survey in combination with factor analysis method of B2 C e-commerce sites consumers.First of all,the analysis is mainly about the return policy and the logistics situation of the B2 C e-commerce.Secondly,the two main reasons for return of consumers at B2 C e-commerce sites led by the study of the reason for return and customers’ satisfaction are Returns process and serves designing and return logistics.Finally,Being based of a study of taobao mall,an in-depth study and analysis of the and potential value of return management was raised,and the corresponding strategies and suggestions was put forward.
作者
江琪琪
JIANG Qiqi(College of Economics and Management,Nanjing Forestry University Nanjing 210037)
出处
《办公自动化》
2019年第2期42-46,共5页
Office Informatization
