基于客户需求的社区O2O电商企业服务质量研究

发布时间：2018-02-10 17:03

本文关键词： 社区O2O 电商企业服务质量客户需求　出处：《广西大学》2016年硕士论文　论文类型：学位论文

【摘要】：近两年,电子商务市场保持着高速发展的高调态势,阿里巴巴、京东等公司纷纷上市,越来越多的电商企业也开始专注于O2O领域。O2O根植于人的多样化需求,目前020行业已经基本涵盖了人们生活的基本方面,如衣食住行、居家理财、婚姻育儿、保健等,为人们的生活提供了不同程度的便利。O2O业务大多选择距离不远的社区作为平台,因此,社区O2O已经成为未来电商企业取胜的重要因素。然而,在其迅速发展的过程中,也产生了许多亟待研究与厘清的问题。其中,社区O2O电子商务模式要实现线上线下服务的无缝衔接,就对电商企业服务质量提出了更高的要求。本文正是基于此种情况,选择以社区O2O电商企业服务质量为研究对象,从客户需求角度出发,探寻了当前背景下社区O2O电商企业服务质量的提升策略。文章首先分析了社区O2O电子商务内涵、特点及产业环境,并探讨了社区O2O电子商务发展现状及存在问题；具体分析了社区O2O模式下的客户需求,并据此探寻了O2O电子商务企业服务质量的提升策略；最后,以“小区无忧”为例,对社区O2O电子商务企业服务质量进行了分析和评价,总结其中存在的问题。本课题基于客户需求,对社区O2O电商企业服务质量展开系统研究,期望能为今后社区O2O电商的发展壮大做出些许贡献。
[Abstract]:In the past two years, the e-commerce market has maintained a high profile of rapid development. Alibaba, JingDong and other companies have listed on the market one after another, and more and more e-commerce enterprises have begun to focus on the diverse needs of people rooted in the O2O field. At present, the 020 industry has basically covered the basic aspects of people's life, such as food, clothing, housing and transportation, home finance, marriage and childcare, health care, and so on, providing people with varying degrees of convenience. Therefore, community O2O has become an important factor for the success of e-commerce enterprises in the future. However, in the process of its rapid development, many problems need to be studied and clarified. In order to realize the seamless connection between online and offline services, the community O2O e-commerce mode has put forward higher requirements for the service quality of e-commerce enterprises. Based on this situation, this paper chooses community O2O e-commerce enterprises as the research object. From the point of view of customer demand, this paper explores the strategies for improving the service quality of community O2O e-commerce enterprises under the current background. Firstly, this paper analyzes the connotation, characteristics and industrial environment of community O2O e-commerce. It also discusses the status quo and existing problems of community O2O E-commerce, analyzes the customer demand of community O2O mode, and explores the strategies to improve the service quality of O2O E-commerce enterprises. Finally, taking the "community without worry" as an example, The service quality of community O2O e-commerce enterprises is analyzed and evaluated, and the existing problems are summarized. Based on customer demand, the service quality of community O2O e-commerce enterprises is systematically studied. Hope to make some contribution to the future development of community O 2 O e-commerce.
【学位授予单位】：广西大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：F724.6;F274

【相似文献】