The Relationship between Customer Attributes and Logistics Service Satisfaction of B2C Online-shopping
With the continuous development of network technology, an increasing number of consumers have come to accept online-shopping. However, at the same time, the competition among online malls has been increasing. Nowadays with the rapid development of e-commerce, many e-businesses began to focus on the importance of logistics. After a survey on online malls in Beijing, this paper makes a re-definition of the ‘Logistics service satisfaction’, that is, the contrast between commodities which have gone through such procedures as order processing, distribution, merchandise receiving, returns and emergency treatment which form a series of logistics services, and customer expectations. At the same time, its formula is presented in the paper. This paper makes the correlation analysis and means tests on customer attributes and Logistics service satisfaction, in order to find the relationship between these two factors. As a result, according to the needs of customers e-commerce companies can make effective promotion in logistics service, thereby enhancing the competitiveness of the enterprises concerned.
customer attributes B2C e-commerce Logistics service satisfaction
Shuling Li Wenliang Bian Jie Xu
School of Economics and ManagementBeijing Jiaotong UniversityBeijing,100044, China School of Economics and ManagementBeijing Jiaotong University Beijing,100044, China
国际会议
The Ninth Wuhan International Conference on E-Business(第九届武汉电子商务国际会议)
武汉
英文
225-231
2010-05-29（万方平台首次上网日期，不代表论文的发表时间）