杭州市电子商务投诉的管理机制研究

发布时间：2018-04-28 17:09

本文选题：电子商务 + 消费者投诉　；参考：《南昌大学》2016年硕士论文

【摘要】：近年来,随着网络经济的发展,电子商务产业成为了新的经济增长点。电子商务作为一种新的商务模式,以现代化的网络平台作为媒介,消费者的数量急剧增加。但由于其自身的缺陷和各种主客观因素,电子商务在发展进程中面临的各种矛盾和问题逐步显现出来,消费者对电子商务的投诉也随之不断增加。2014年,杭州市的电子商务交易总额达到1.5万亿元,同比增长约30%,占全国1/8,可见杭州市的电子商务发展速度及规模在全国甚至全球都占据领先地位,但同时消费者的投诉问题也越来越成为关注的重点,因此建立起合理的电子商务投诉管理机制迫在眉睫。杭州市江干区某电子商务消费者投诉案例展现了杭州市现有的电子商务投诉管理机制,包括深化平台责任机制、优化部门协作机制、强化诚信体系机制和创新新型维权机制等。但从杭州市目前的投诉管理现状来看,仍旧存在着诸如投诉的法律建设不完善、投诉渠道有限、效果有限、反馈不及时、处理过程不公开等问题。由于没有建立起一套合理的管理模式,电子商务投诉解决率较低。相关职能部门应从法律制度、监管机制、信用评价体系、快速解决机制以及异地投诉和司法机制的角度,来完善电子商务投诉管理机制。
[Abstract]:In recent years, with the development of network economy, e-commerce industry has become a new economic growth point. E-commerce as a new business model, with the modern network platform as a medium, the number of consumers increased dramatically. However, due to its own shortcomings and various subjective and objective factors, the contradictions and problems faced by e-commerce in the development process have gradually emerged, and consumer complaints about e-commerce have been increasing. In 2014, The total amount of e-commerce transactions in Hangzhou reached 1.5 trillion yuan, an increase of about 30% over the same period last year, accounting for one eighth of the country's total. It can be seen that the speed and scale of the development of electronic commerce in Hangzhou occupy a leading position in the whole country and even in the world. But at the same time, consumer complaints have become the focus of more and more attention, so it is urgent to establish a reasonable electronic commerce complaint management mechanism. An e-commerce consumer complaint case in Jianggan District of Hangzhou shows the existing complaint management mechanism of e-commerce in Hangzhou, including deepening the responsibility mechanism of platform, optimizing the cooperation mechanism of departments, strengthening the mechanism of honesty and credit system and innovating the new mechanism of safeguarding rights, etc. However, from the current situation of complaint management in Hangzhou, there are still some problems, such as imperfect legal construction of complaints, limited complaint channels, limited effect, untimely feedback, closed process of handling, and so on. Because did not establish a set of reasonable management mode, the electronic commerce complaint solves the rate to be low. The relevant functional departments should perfect the electronic commerce complaint management mechanism from the angle of legal system, supervision mechanism, credit evaluation system, quick resolution mechanism, and complaint and judicial mechanism in different places.
【学位授予单位】：南昌大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：F724.6;F203

【参考文献】