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

被引：0
|
作者：
Wang, Donghai [1 ]
Zhao, Qiuhong [1 ]
机构：
[1] Beihang Univ, Sch Econ & Management, Beijing 100191, Peoples R China
来源：
ICIM2014: PROCEEDINGS OF THE TWELFTH INTERNATIONAL CONFERENCE ON INDUSTRIAL MANAGEMENT | 2014年
关键词：
B2C e-commerce; Distribution service; Customer satisfaction; Word frequency analysis; Evaluation index system; RETENTION;
D O I：
暂无
中图分类号：
T [工业技术];
学科分类号：
08 ;
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. corn. 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.
引用
收藏
页码：117 / 120
页数：4
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