b2c电子商务退货成本控制分析-大学生-本科生毕业设计（论文）.docVIP

毕业论文（专科） 题 目：B2C电子商务退货成本的分析与控制　 ─────────────────────────  摘 要 电子商务大大地提高了传统商务的效率，而物流一直是困扰B2C电子商务的一大难题。经济的发展赋予了物流新的含义，在过去的十年里，逆向物流及其商业模式受到越来越多的关注。从整个供应链角度来看，完整的物流体系也应包括正向物流和逆向物流。在电子商务中，退换货服务质量的优劣大大地影响了顾客的网购决策。 现代国际调研公司曾对4500万户网购用户进行了调查和深访。调查报告显示，96%的受访者认为自己的购买决策很大一部分取决于退货服务和质量。如果对某商家退换货服务不满意，30%的网购用户选择不会再次在该商家进行购买，63%的网购用户表示将减少在该商家购买的频率。由此可见，现代消费者越来越注重网购中商家退货管理的质量。 本文主要分析了退货管理方面存在的主要问题，从退货管理和退货策略以及建立相关物流系统角度分析B2C电子商务退货成本控制，提出相应的解决方案，为在线商家控制退货量丶提高效率以及分析退货数据上提供了方法。 关键词：B2C；电子商务；退货成本 目 录 1 概述··········································································· ·1 1．1 B2C电子商务退货管理的现状···························1 1．2 B2C电子商务的退货成本的概念·······························2 1．3选题背景·····················································4 2 B2C电子商务退货成本分析··································6 2．1 降低退货量·································································6 2.1.1 说明商家的退货政策···················································6 2．1．2 完整的商品信息说明···················································7 2.1.3 改良线上服务····························································7 2.1.4 配送改进··································································7 2．2 提高退货处理效率························································7 2.2.1 标准化退货流程·························································8 2.2.2 自动化退货的重视······················································8 2．3 退货预测和退货数据分析···············································8 2.3.1 分析历史数据····························································8 2.3.2 比较传统销售····························································9 3 B2C电子商务退货成本控制的策略建议········································9 3．1 逆向物流成本管理策略··················································9 3．1．1 构建逆向物流信息系统··············································10 3．1．2 加强退货管理、控制退货行为·····································10 3．1．3 最大化退货回收产品的再利用价值······························11 3．1．4 新设流程和配备场地处理退货和回收货品····················11 3．1．5 电子商务配合逆向物流成本管理优势··················