基于消费者心理的网上药店售后服务现状分析.pdfVIP

窑工作探讨 窑 中国医药导报 2014年7月第 11卷第21期 基于消费者心理的网上药店售后服务现状分析 张 璨1 昝 旺2 许依省2 刘 锦2 1.成都医学院教务处袁四川成都 610500曰2.成都医学院药学院袁四川成都 610500 [摘要] 目的通过调查公众对网上药店售后服务的心理偏好及满意度袁 得出迎合消费者心理的售后服务模式袁从 而为消费者网上购药提供便利袁也为网上药店的发展提供参考遥 方法采用便利抽样的方式袁针对网上药店售后服 务现状及消费者对售后服务的期望对群众进行随机问卷调查袁并对回收的问卷进行统计和分析袁得出结论遥 结 果消费者对于网上药店的售后服务现状满意度不高袁 不同网上药店的售后服务模式在一定程度上影响着消费者 的购买意愿遥 结论 网上药店的售后服务应根据消费者的心理偏好有所改进袁完善网上药店售后服务袁促进网上 药店的发展遥 [关键词] 网上药店曰售后服务曰消费心理 [中图分类号] R956 [文献标识码] C [文章编号] 1673-7210渊2014冤07渊c冤-0142-05 Current situation analysis of after-sales service in online pharmacies based onconsumerpsychology 1 2 2 2 ZHANG Can ZAN Wang XU Yisheng LIU Jin 1.Academic Affairs Office, Chengdu Medical College, Sichuan Province, Chengdu 610500, China; 2.School of Pharmacy, Chengdu Medical College,SichuanProvince, Chengdu 610500, China [Abstract] Objective To facilitate the purchase of medicines for consumers online and provide a reference for the development of the online pharmacies by investigating the public preferences and satisfaction about the after-sales service offered by online pharmacies. Methods A spot investigation about the current situation of after-sales service offered by online pharmacies and customers expectation was carried out by questionnaires in a way of convenience sampling.Then the conclusionwas reached by analyzingthe statistics.ResultsThe after-sales serviceofferedby online pharmacies was far from customers expectation, and customers purchasing desire online was impacted by different modes of after-sales service to some extent. Conclusion It is right to improve the after-sales service of online pharmacies onthe basis ofcustomerspsychological preferencestopromote the development ofonline pharmacies. [Keywords] O