B2C电子商务物流配送质量控制研究

发布时间：2018-08-05 09:58

【摘要】：计算机的快速发展、网络技术的普及让电子商务发展迅速,很大程度上改变了商家传统的营销方式,也改变了消费者的购物方式。尤其是在物流业发展迅速的今天,很多物流企业都能提供送货上门之类的服务,更能刺激消费者的物流需求。受物流配送影响和制约最大的是B2C电子商务模式。现代化发展的今天,网络购物已经成为了很多个人及群体的常规行为,对网络购物的要求也越来越高,集中表现在对及时性和便捷性的要求高。从整体上看,在现阶段,消费者的B2C电子商务物流配送行业满意度是行业发展的瓶颈。本文主要研究B2C电子商务物流配送质量问题,第一,从电子商务的起源与发展出发,总结电子商务理论、物流理论、B2C电子商务配送以及B2C电子商务物流配送质量理论,论述B2C电子商务与物流配送之间的关系。第二,通过文献梳理和市场实际调研,剖析目前B2C电子商务物流配送质量现状,研究发现,目前我国B2C电子商务物流配送质量存在配送成本偏高、配送时效性较低、客户满意度低、物流设施设备和信息技术水平不高以及配送特色不突出等五个方面的问题。第三,针对以上问题,运用SWOT分析方法,提出相应的质量控制对策,选择合适的物流配送模式、加强配送流程管理、加强配送质量管理制度建设、提高物流配送的设施设备和信息技术水平以及突出企业特色配送服务。最后,通过“唯品会”企业的配送分析进行案例研究,关注物流企业配送模式选择、配送价格管理、退换货服务等三个方面关键问题,以期对进一步提高其它B2C电子商务企业的配送质量控制提供借鉴。
[Abstract]:With the rapid development of computer and the popularization of network technology, e-commerce has developed rapidly, which has changed the traditional marketing mode and the shopping way of consumers to a great extent. Especially in the rapid development of logistics industry today, many logistics enterprises can provide door-to-door services, which can stimulate the logistics demand of consumers. B 2 C e-commerce model is the most affected and restricted by logistics distribution. With the development of modernization, online shopping has become the routine behavior of many individuals and groups, and the demand for online shopping is becoming higher and higher, which is mainly reflected in the high demand for timeliness and convenience. On the whole, at the present stage, the satisfaction of B2C e-commerce logistics distribution industry is the bottleneck of industry development. This paper mainly studies the quality of B2C e-commerce logistics distribution. First, from the origin and development of electronic commerce, it summarizes the theory of electronic commerce, logistics theory of B2C electronic commerce distribution and B2C e-commerce logistics distribution quality theory. This paper discusses the relationship between B2C e-commerce and logistics distribution. Second, through literature combing and market investigation, this paper analyzes the current situation of B2C e-commerce logistics distribution quality, and finds that the current B2C e-commerce logistics distribution quality has high distribution cost and low timeliness. Customer satisfaction is low, logistics facilities and information technology level is not high, and distribution characteristics are not outstanding. Third, aiming at the above problems, using the SWOT analysis method, put forward the corresponding quality control countermeasures, select the appropriate logistics distribution mode, strengthen the distribution flow management, strengthen the distribution quality management system construction. Improve the facility equipment and information technology level of logistics distribution and highlight the enterprise characteristic distribution service. Finally, through the case study of "VIPSHOP" enterprise distribution analysis, the paper pays attention to three key issues of logistics enterprise distribution mode selection, distribution price management, return and exchange service, etc. In order to further improve the distribution quality control of other B-2 C e-commerce enterprises.
【学位授予单位】：华侨大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F724.6;F259.2

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