B2C ENTERPRISE LOGISTICS DISTRIBUTION SERVICE EVALUATION INDEX SYSTEM BASED ON CUSTOMER SATISFACTION FACTOR ANALYSIS--A CASE OF WM COMPANY

摘要：

　　This research empirically examines the critical factors affecting customer satisfaction of online shopping in China.Atypical B2C enterprise-WM Company is taken as the analysis case.We collect 714 customer ratings from a professional public scoring website-dianping, com.Through analyzing the customer ratings of WM Companyby the application of word frequency analysis techniques, the paperobtains the factors that affect B2C customer satisfaction.The results show that the quality of distribution service is the main reason of customer complaints.The paper further establishes an evaluation index system of B2C enterprise logistics distribution service.

关键词： B2C e-commerce Distribution service Customer satisfaction Word frequency analysis Evaluation index system

作者: Donghai Wang Qiuhong Zhao

作者单位: School of Economics and Management, Beihang University, Beijing 100191, China

会议类型: 国际会议

会议名称: The 12th International Conference on Industrial Management(第十二届工业管理国际会议)

会议地点: 成都

会议语种:英文

页码: 117-120

在线出版日期: 2014-09-03（万方平台首次上网日期，不代表论文的发表时间）