跨境电商客户满意度分析.pdfVIP

题目： 跨境电商客户满意度分析 摘 要 随着我国互联网技术的飞速发展和网络用户数量的急剧增长，市场竞争的加剧，跨境 电商正在被越来越多的企业和消费者所接受。在国际贸易综合改革试点背景下，跨境电子 商务更是引来了极佳的发展机会。 互联网开放自由的平台，给网络用户带来了极大的便利，顾客能够通过自己的选择来 购买值得信赖的产品，因此客户满意度对于电商企业可见至关重要。在如此激烈竞争的国 际市场上，提高客户满意度，争夺客户资源已经成为跨境电商企业提升市场竞争力的一个 重要手段，也是跨境电商企业赢取竞争优势的关键所在。 本文从跨境电商的客户满意度角度出发进行探讨，进行跨境电商客户满意度问卷调查 法，并进行层次分析，对于影响跨境电商客户满意度的因素进行了分析，并对如何提升客 户满意度提出了建设性方案，对于进一步研究国内跨境电商客户满意度奠定了基础。 本文从实证研究的角度，结合了国内外学者的相关研究，立足于速卖通的客户关系调 查结果，本文通过整合分析速卖通客户满意度的影响因素，使得提出的策略更具说服性。 关键词： 跨境电商； 客户满意度； 层次分析法； 影响因素 I Abstract With the rapid growth of Chinas Internet technology rapid development and the number of Internet users, the aggravation of the market competition, cross-border business is being accepted by more and more enterprises and consumers. In comprehensive reform background of international trade, cross-border e-commerce is attracted excellent development opportunities. Internet open and free platform, network to the user brought great convenience, customers can through their own choice to buy trustworthy products, so customer satisfaction for visible business enterprise is very important. In such a fierce competition in the international market, improve customer satisfaction, for customers has become a cross-border business enterprise to enhance the market competitiveness of an important means, is cross-border business enterprise to win the competitive advantage is the key. This paper from the point of view of customer satisfaction of cross-border starting to explore, cross-border business customer satisfaction questionnaire, and analytic hierarchy process (AHP), for cross-border impact on customer satisfaction factors are analyzed, and puts forward some constructive solutions on how to improve the customer satisfaction and for further research of the domestic cross