连锁零售业的宅配调查分析.doc

摘要 随着电子商务的蓬勃发展，国内宅配市场亦日趋受到重视，不论是商店购买大型货品所提供的“送货到门”、邮局的EMS、一般货运、快递，甚至搬家都属于宅配业务。 但宅配区别于一般配送在于它并不是简单单向的送货行为，宅配服务是一个相当重视服务品质的配送服务，对顾客所提供的服务与经营方式较一般货运业者更趋于精致化，除了透过宅配厂商提供不同的服务项目与种类、快速的配送服务、方便的寄件管道、完整的服务保障、先进的技术导入以外，最重要的还是在于配送人员的服务态度上，也可以说宅配包括了快递物流。连锁零售业的销售行为有别于其他型态的营销方式，但是先前的学者在研究零售领域的贩卖行为时，多把焦点集中在百货公司、大卖场或便利商店，鲜少有人探讨连锁零售业的零售型态或如何提高连锁零售业业的生存机会。 本文主要对连锁零售业宅配的国内外发展情况进行对比研究，对连锁零售业门店宅配的优劣势进行分析，然后对国内连锁零售业宅配模式进行分析研究。通过对连锁零售业宅配业务发展趋势的研究，以及连锁零售业开展宅配存在的机会以及拥有的优势，模拟呈现连锁零售业的宅配模式。此外通过调查问卷的资料收集整理分析，得出现今连锁零售业开展宅配服务市场对于宅配服务种类，宅配速度，宅配费用的要求状况，从而可以根据市场需求以及市场现状找出连锁零售业开展宅配业务所存在的优劣势，并且拟定将来连锁零售业开展宅配业务的发展策略以及对连锁零售业开展宅配业务的未来进行展望。 关键字：连锁零售业；宅配；调查分析 Abstract With the rapid development of electronic commerce, the domestic home market is also growing attention, whether store bought large goods provided by the door to door, a post office EMS, general freight, express delivery, even moving all belong to the delivery business. But home is different from the general distribution is that it is not a simple one-way delivery, home delivery service is a considerable emphasis on service quality of distribution services, to customers by providing services and mode of operation than the general cargo industry tends to be more refined, except through home delivery firms to provide different services and variety, fast delivery service, convenient send pieces of pipe, complete service, advanced technology imported from outside, is the most important thing is delivery staff service attitude, also can say delivery includes express logistics. Chain retail sales behavior is distinct from other types of marketing, but previous scholars in the study of retail areas of trafficking, more focus in department stores, supermarkets and convenience stores, but few people discuss the chain retail business and retail types or chain retail industry how to improve the chance of survival. This paper is mainly on the chain retail delivery of the domestic and foreign development situation of comparative studies, on the chain retail