电商企业下顾客满意度的提升

本科毕业论文

电商企业的客户满意度的提升策略_

摘要

随着互联网技术的进步和计算机的普及，电子商务取得了巨大的发展,它迅速渗透进社会经济生活的各个方面，改变了人们生活和工作的方式，近年来，我国B2C 电子商务的消费规模快速增长，电子商务企业之间的竞争愈演愈烈。

首先，本文对国内外关于客户满意度的相关概念及其测评、客户满意度的影响因素等研究进行了文献综述。通过借鉴国外成熟量表，并结合电商企业“互秀”企业的实际情况进行了调整，形成了调查问卷。在调查问卷发放和回收后，对收集的数据进行统计和分析。研究发现企业形象、网站安全性、产品价值、服务价值、这些因素都会对B2C模式下客户网购满意度产生显著的影响作用。本文根据研究的结果对B2C电子商务企业提升客户满意度提出了一些建议。论文最后提出了本文研究的不足之处以及未来研究的方向。

Abstract

With the progress of Internet technology and the popularity of computer, the development of e-commerce has been a huge, it quickly penetrate into every aspect of social and economic life, it changed the way people live and work, in recent years, the rapid growth of China's B2C e-commerce consumption scale, e-commerce enterprise between the competition intensified.

In this paper, we study the influence factors of e-commerce under the background of customer satisfaction, through the analysis, on the one hand enrich related research, on the other hand for e-commerce enterprises improve their customer satisfaction to provide effective basis and methods. First of all, in this paper, the related concepts about customer satisfaction at home and abroad and its assessment, the influence factors of customer satisfaction research has carried on the literature review. Through draw lessons from foreign mature scale, and connecting with the electricity enterprises \"show\" the actual situation of the adjustment, to form the questionnaire. After the questionnaire distribution and recovery, statistics and analysis of the collected data. The study found that the enterprise image, website security, product value, service value, these factors will be online shopping customer satisfaction in B2C mode have a significant impact. According to the results of the study of B2C e-commerce enterprises improve customer satisfaction and puts forward some Suggestions, Paper finally put forward in this paper, we study the disadvantages and future research direction.

Keywords: customer satisfaction; Electronic commerce; influence factors

目录

摘要 (1)

Abstract (2)

一、绪论 (1)

（一）选题背景 (4)

（二）研究意义 (4)

（三）研究内容与方法 (5)

1.研究内容 (5)

2.拟采用的研究手段 (5)

二、相关理论与文献综述 (5)

（一）客户满意度的理论知识 (5)

1.客户满意度基本概念 (5)

2.文献总结 ............................................................................................... 错误!未定义书签。

（二）客户满意度的影响因素 (7)

1.商品质量 (7)

2.商品的价格 (8)

3.商家的服务 (8)

4.物流体系 ............................................................................................... 错误!未定义书签。

三、互秀电子商务公司 (1)

（一）企业概况及发展现状 (9)

1.企业概况 (9)

2.互秀旗下网站 (9)

四、互秀电子商务企业客户满意度提升策略 (15)

（一）提升客户价值 (16)

（二）给客户满意的服务 (17)

（三）处理售后问题 (17)

五、研究结论及展望（建议） (18)

致谢 ....................................................................................................................... 错误!未定义书签。