中俄消费者对国际电子商务物流满意度的比较分析

发布时间：2018-06-14 08:39

本文选题：电子商务 + B2C　；参考：《辽宁大学》2017年硕士论文

【摘要】：近年来,作为一个在互联网上的主要应用形式,B2C电子商务平台已经在中国和俄罗斯得到了飞速的发展,如今电子商务的重要性已被越来越多的人所接受。在这里中国和俄罗斯表现出了一些关于电子商务的共同特点。例如,这两个国家都是世界上领土面积前列的国家,拥有很多不同种族的人口。这两个国家的平均收入较低,这对网络B2C活动成功造成了相对负面的影响。但可以相信这种情况将在不久的将来发生改变,通过在不同的经济领域的动态发展,平均收入将得到大幅的增长。杰夫贝佐斯曾指出,“物流和客户服务的业务部分是当下电子商务面临最大的问题。很多公司都在网上投入了大量的财力和物力钱去打造一个美丽的网站,然而却无法将这些东西及时的送到客户手中。”客户服务出现问题,这将导致任何一家公司走上最终的失败。客户所带来的直接或间接收入将是一个公司可以继续茁壮成长的保障,并确定是否可以继续发展的关键。因此,完善业务内容,不断提高服务质量,拥有一套高标准的客户服务系统终将是一个最为重要的问题所在。达到可持续的优质客户服务,是一个公司的成功的开始。对于网络消费者在网上购买的产品而言,当他们几乎可以无限制的选择时,他们如何购买,到哪里购买,如何支付,怎样送达,就成为了关键。这就给交付运营商带来新的挑战,因为他们需要开发新的以客户为导向的交付解决方案,提供便利的交付选择,合理的价格等等。如果所提供的服务不能充分满足网络消费者的需求,那么这可能降低网络消费者进行电子商务的意愿。从这个角度出发,B2C电子商务消费者追求较低的价格,而零售商试图降低运营及采购成本,通过调查研究和案例分析的取样方法,我们将展开这方面的研究。本文将讨论中俄两国在B2C电子商务平台的交货成本,交货时间和交货速度的问题,在增值服务,退货等方面提供更多选。
[Abstract]:In recent years, as a major form of application on the Internet, the B2C e-commerce platform has developed rapidly in China and Russia. Nowadays, the importance of e-commerce has been accepted by more and more people. Here China and Russia have shown some common features of e-commerce. For example, the two countries. There are many different ethnic groups in the world. The average income of these two countries is low, which has a relatively negative impact on the success of the network B2C activity. But it can be believed that this situation will change in the near future, and the average income will be achieved through the dynamic development of different economic fields. To a big increase, Geoff and Bezos have pointed out that "the business part of logistics and customer service is the biggest problem in e-commerce. Many companies have invested a lot of financial and material money to create a beautiful site on the Internet, but they can't send these things to their customers." This will lead to the final failure of any company. Direct or indirect income from customers will be a guarantee for a company to continue to thrive and determine whether it can continue to develop. Therefore, to improve the business content and improve the quality of service, a set of high standard customer service systems will eventually be one. The most important problem is to achieve sustainable quality customer service, which is the start of a company's success. For online consumers to buy products online, when they are almost unlimited, how they buy, where to buy, how to pay, and how to deliver, is the key to delivery operators. New challenges are created because they need to develop new customer oriented delivery solutions, provide convenient delivery options, reasonable prices, and so on. If the services provided do not fully meet the needs of Internet consumers, this may reduce the willingness of Internet consumers to enter e-commerce. From this point of view, B2C electricity Sub business consumers pursue lower prices, and retailers try to reduce operation and procurement costs. Through the sampling methods of investigation and case analysis, we will carry out this research. This paper will discuss the delivery cost, delivery time and delivery speed of China and Russia on the B2C e-commerce platform, value-added services, return and so on. More options are provided.
【学位授予单位】：辽宁大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F713.36;F259.1

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