基于客户需求的社区O2O电商企业服务质量研究-工商管理专业论文.docxVIP

RESEARCH RESEARCH ON THE SERV I CE OUAL I TY 0F COMMUN I TY OF 020 BUS l NESS ENTERPR I SE BASED ON CUSTOMER DEMAND ABSTRACT The past two years，high-profile e-commerce market to maintain rapid growth momentum，Alibaba,Jingdong and other companies have listed，a growing number of commercial enterprises have begun to focus on the areas of 020，020 rooted in the diverse needs of people，the current 020 industry has basically covered the basic aspects of people’S lives，such as basic necessities，home finance，marriage and childcare，health care，provide varying degrees of convenience for people．020 business mostly choose not far from the community as a platform．Therefore，020 community has become electronic commerce industry,winning the next important factors．However,in the process of rapid development， many problems need to be studied and clarified．Among them,the community 020 e-commerce model to achieve a seamless online and offline services，on the electricity business enterprise service quality put forward higher requirements． This article is based on this situation，select the community 020 business enterprise service quality as the research object，from the perspective of customer demand，to explore the current context of community 020 business enterprise service quality promotion strategy． Specifically．Firstly,this paper analyzes the community 020 electronic commerce connotation，characteristics and industrial environment，and to explore the community 020 electronic commerce development present situation and existing problems；secondly，a detailed analysis of the customer needs in community 020 mode，and accordingly explore the 020 e．commerce enterprises service quality promotion strategy．Finally,taking the “Community worry free”as an example，the service quality of 020 e-commerce enterprise is analyzed and evaluated，and the existing problems are summarized．This topic is based on customer needs，the community 020 business enterprise service quality system research， hoping to make