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。AbstractWiththeprogressofInternettechnologyandthepopularityofcomputer,thedevelopmentofe-commercehasbeenahuge,itquicklypenetrateintoeveryaspectofsocialandeconomiclife,itchangedthewaypeopleliveandwork,inrecentyears,therapidgrowthofChina'sB2Ce-commerceconsumptionscale,e-commerceenterprisebetweenthecompetitionintensified.Inthispaper,westudytheinfluencefactorsofe-commerceunderthebackgroundofcustomersatisfaction,throughtheanalysis,ontheonehandenrichrelatedresearch,ontheotherhandfore-commerceenterprisesimprovetheircustomersatisfactiontoprovideeffectivebasisandmethods.Firstofall,inthispaper,therelatedconceptsaboutcustomersatisfactionathomeandabroadanditsassessment,theinfluencefactorsofcustomersatisfactionresearchhascarriedontheliteraturereview.Throughdrawlessonsfromforeignmaturescale,andconnectingwiththeelectricityenterprises\show\theactualsituationoftheadjustment,toformthequestionnaire.Afterthequestionnairedistributionandrecovery,statisticsandanalysisofthecollecteddata.Thestudyfoundthattheenterpriseimage,websitesecurity,productvalue,servicevalue,thesefactorswillbeonlineshoppingcustomersatisfactioninB2Cmodehaveasignificantimpact.AccordingtotheresultsofthestudyofB2Ce-commerceenterprisesimprovecustomersatisfactionandputsforwardsomeSuggestions,Paperfinallyputforwardinthispaper,westudythedisadvantagesandfutureresearchdirection.Keywords:customersatisfaction;Electroniccommerce;influencefactors目录摘要......................................................................................................................................................1Abstract...................................................................................................................................................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...................................................................................................................51.研究内容..............................................................................................................................52.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.......................................................................................................51.客户满意度基本概念...........................................................................................................52.文献总结...............................................................................................错误!未定义书签。（二）客户满意度的影响因素.......................................................................................................71.商品质量..............................................................................................................................72.商品的价格...........................................................................................................................83.商家的服务...........................................................................................................................84.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...........................................................................................................91.企业概况..............................................................................................................................92.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）...........................