基于用户满意度的b2c电子商务物流配送策略分析-analysis of b2c e-commerce logistics distribution strategy based on customer satisfaction.docxVIP

AbstractChinasB2Ce-commerceisshowingavigorousdevelopmenttrendintheInternetera.Asoneofthemostimportantpartsofe-commerce,logisticsdistributionfacesitsproblemsaslongdeliverytimeandpoorattitudes,resultinginthepooruserexperienceinonlineshoppingandthelossoftrustandloyaltyone-commercebusinesses.So,manyB2Ce-commercebusinesseshasbegantoimprovethequalityoflogisticsdistributionsevices,aimingtoenhanceuserexperienceinonlineshoppingandimprovetheusersatisfaction.FocusingontheusersatisfactionintheB2Ce-commerce,thisthesisfirstlydescribesthedomesticandforeignresearchesone-commerceandlogisticsdistribution,thenhasanintroductiononthedevelopmentofB2Ce-commerceinChinaaswellasthelogisticsdistributionmodelsatpresent,andsummariesthecasesoftheforeignB2Ce-commercewebsiteandthedomesticlogisticscompany,bothbeingsuccessful.Onthisbasis,flearningfromtheexcitingresearches,andobtainingtheuserevaluationdatafrom“thePublicCommentNetwork”,thisthesissummarizesthefactorsinfluencingB2Ce-commerceusersatisfaction.Thenthroughthefurtheranalysis,thethesisbuildsB2Ce-commercelogisticsdistributionservicesevaluationsystembasingoncustomersatisfaction,andgetstheweightofeachindexbyusingAnalyticHierarchyProcess(AHP).AccordingtotheindexweightsandmakingJingdongmallandAmazonChinaasthecases,thethesiscalculatesthevalueoftheconsumersatisfactiontothelogisticsdistributionofthetwositesbyFuzzyComprehensiveEvaluation(FCE),andmakesacomparativeanalysis.Atthelastpart,basingontheaboveanalysis,thethesisdiscussespresentsituationofB2Ce-commercelogisticsdistributioninChina,andgivesitsproposalsfromtwoaspectsofB2Ce-commercelogisticsdistributionindustryanddistributionservices.Keywords:B2Ce-commerce,logisticsdistribution,usersatisfaction,evaluationsystem,distributionstrategies目录摘要..................................................................................................................IAbstract...............................................................................................................II1绪论1.1问题的提出....................