摘要:随着网络的普及，消费者从原来传统的购物模式延伸到了新型的网络购物。而淘宝网在网上零卖市场占了相当大的份额。相比实体店，网购的产品更为低廉、多样，且操作简便，由此受到了众多消费者的亲睐。淘宝的网购产业链中，物流、信息流、商流、资金流实现了完整的电子信息化，唯有将货物的实体流动实现好，才能使整个产业链得以实现价值。一直以来，物流配送都是制约电子商务发展的重要因素，它影响了顾客对淘宝网的好评和信任。只有顾客对物流配送有较好的体验，他们考虑二次购物的几率增大，才能推动淘宝网的发展。本文通过分析淘宝网物流配送中顾客满意度的问题及原因，提出相应的解决对策。
关键词：淘宝网 物流配送 顾客满意度
Abstract:With the popularization of Internet,consumer’s shopping behavior has extended from the traditional transaction mode to the new type of online shopping.And Taobao has a considerable proportion in the online retail market.Compared with stores,cheaper price,more shopping choices and easy operation make online shopping more popular.In the shopping industry chain of Taobao,logistics,information flow,business flow and capital flow achieve a complete electronic computerization.Only when the commodity accomplishes the entity flow will the entire industry chain realize the value.Logistics distribution is always an important factor that restricts the development of e-commerce,and it affects customer’s praise and trust in Taobao.Only when customers have a good experience with the distribution will they think about shopping online again,which will promote the development of Taobao.This paper analyzes the problems and causes of customer satisfaction in Taobao’s logistics distribution and then proposes the corresponding solutions.
Key words:Taobao logistics distribution customer satisfaction
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