我国B2C电子商务网站退货管理研究
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摘要
本文通过对B2C电子商务模式下退货流程与服务设计、退货物流等的研究,主要从B2C电子商务网站和消费者角度,采用问卷调查结合因子分析的方法进行研究。首先调查分析的是B2C电子商务模式下退货政策和物流的现状;其次,通过研究消费者退货原因和消费者退货满意度,得到B2C电子商务消费者退货的两个主要影响因素分别为退货流程与服务设计和退货物流;最后将淘宝商城作为案例,提出相关的建议和策略来改善其退货流程与服务设计以及退货物流。
This article is mainly written from the perspective of B2 C e-commerce sites and consumers,and is a study of return reason and customer satisfaction. The conclusion was drawn by means of the questionnaire survey in combination with factor analysis method of B2 C e-commerce sites consumers.First of all,the analysis is mainly about the return policy and the logistics situation of the B2 C e-commerce.Secondly,the two main reasons for return of consumers at B2 C e-commerce sites led by the study of the reason for return and customers' satisfaction are Returns process and serves designing and return logistics.Finally,Being based of a study of taobao mall,an in-depth study and analysis of the and potential value of return management was raised,and the corresponding strategies and suggestions was put forward.
This article is mainly written from the perspective of B2 C e-commerce sites and consumers,and is a study of return reason and customer satisfaction. The conclusion was drawn by means of the questionnaire survey in combination with factor analysis method of B2 C e-commerce sites consumers.First of all,the analysis is mainly about the return policy and the logistics situation of the B2 C e-commerce.Secondly,the two main reasons for return of consumers at B2 C e-commerce sites led by the study of the reason for return and customers' satisfaction are Returns process and serves designing and return logistics.Finally,Being based of a study of taobao mall,an in-depth study and analysis of the and potential value of return management was raised,and the corresponding strategies and suggestions was put forward.
引文
[1]李莹. B2C电子商务模式下的退货策略分析[J].物流科技. 2010(11):67-69.
[2]杨明洋,吴健,孔大维.电子商务环境下逆向物流退货管理研究[J].物流科技2012,(4):81-84.
[3]吴智峰. B2C电子商务环境下的退货逆向物流管理研究[J].现代商贸工业. 2011(04):256-257.
[4]蔡霞.B2C电子商务环境下的退货逆向物流研究[J].物流工程与管理.2012(04):106-115.
[5]杨天辉.浅议B2C电子商务市场的逆向物流问题[J].科技信息. 2011(21):671-672.
[6]刘选东.电子商务模式下的逆向物流管理策略的选择[J].现代商业.2012(27):18
[7]Mohammed Shaik,Walid Abdul-Kader.Performance measurement of reverse logistics enterprise:a comprehensive and integrated approach[J]. Measuring Business Excellence. 2012(2)47-48.
[8]葛凌.B2C模式下退货逆向物流的策略分析[J].企业家天地(理论版),2011:43-44.
[9]杨广东.电子商务交易下的退货管理研究.南京农业大学硕士论文.2013-05-01
[10]倪明,查玉莹.电子商务环境下退货逆向物流系统性能评价指标及实证研究[J].图书情报工作.2011(08):135-139.
[11]皇甫梅风.电商企业退货策略优化分析[J].特区经济. 2015(12):127-128.
[12]翟春娟,李勇建.B2C模式下的在线零售商退货策略研究[J].管理工程学报. 2011(01):62-68.
[13]杜洁,郭宸.电子商务退货策略优化研究[J].物流工程与管理. 2010(06):116-117.
[14]李磊,潘雨相B2C电子商务物流配送客户满意度分析[J].新西部.2013(12):60-78.
[15]安蓉.B2C电子商务中消费者信任的影响因素分析[J].未来与发展.2010(06):55-58.
[16]周建军.物流配送对B2C电子商务客户满意度的影响程度及评价指标体系研究[J].物流科技.2012(09):62-65.
[17]肖秀,曹为国.考虑时间限制的在线零售商退货策略研究[J].物流科技. 2013(10):110-112.
[2]杨明洋,吴健,孔大维.电子商务环境下逆向物流退货管理研究[J].物流科技2012,(4):81-84.
[3]吴智峰. B2C电子商务环境下的退货逆向物流管理研究[J].现代商贸工业. 2011(04):256-257.
[4]蔡霞.B2C电子商务环境下的退货逆向物流研究[J].物流工程与管理.2012(04):106-115.
[5]杨天辉.浅议B2C电子商务市场的逆向物流问题[J].科技信息. 2011(21):671-672.
[6]刘选东.电子商务模式下的逆向物流管理策略的选择[J].现代商业.2012(27):18
[7]Mohammed Shaik,Walid Abdul-Kader.Performance measurement of reverse logistics enterprise:a comprehensive and integrated approach[J]. Measuring Business Excellence. 2012(2)47-48.
[8]葛凌.B2C模式下退货逆向物流的策略分析[J].企业家天地(理论版),2011:43-44.
[9]杨广东.电子商务交易下的退货管理研究.南京农业大学硕士论文.2013-05-01
[10]倪明,查玉莹.电子商务环境下退货逆向物流系统性能评价指标及实证研究[J].图书情报工作.2011(08):135-139.
[11]皇甫梅风.电商企业退货策略优化分析[J].特区经济. 2015(12):127-128.
[12]翟春娟,李勇建.B2C模式下的在线零售商退货策略研究[J].管理工程学报. 2011(01):62-68.
[13]杜洁,郭宸.电子商务退货策略优化研究[J].物流工程与管理. 2010(06):116-117.
[14]李磊,潘雨相B2C电子商务物流配送客户满意度分析[J].新西部.2013(12):60-78.
[15]安蓉.B2C电子商务中消费者信任的影响因素分析[J].未来与发展.2010(06):55-58.
[16]周建军.物流配送对B2C电子商务客户满意度的影响程度及评价指标体系研究[J].物流科技.2012(09):62-65.
[17]肖秀,曹为国.考虑时间限制的在线零售商退货策略研究[J].物流科技. 2013(10):110-112.