《复件四叶草》PPT课件

1、Thesis Proposal An Empirical Research on Online B2C Customer Perceptions of Logistics Services and Related Factors(在线B2C顾客物流效力感知及相关要素的实证研讨 ) Introduction Logistics service has become an important part of B2C e-commerce . Focusing on customers logistics service perception also become a new enterprise

2、 management problem faced by the network retailers Theoretic and practical significance Focus on the analysis and evaluation of logistics service from customers perspective after trading online, rather than form traditional views. Important concepts and terms E-Quality is used to judge a electronic

3、business enterprise overall superiority comprehensively . Emphasis on customer perception produced by continuous behavior such as online goods quality、 orders processing 、 logistics service and after-sales service.Important concepts and terms E-Satisfaction not only includes customers overall approv

4、al for electronic business enterprise, also some individual attribute such as visual impression、 security、information and logistics services.Important concepts and terms E-Loyalty: a widely accepted definition is a decision making unitsDMUbehavioral responses to one or more selection process based o

5、n time. Related research 2000, Zeithaml had already used the word E-Service -e-service is information and the contact point happened before、 during、 and after all trading. Kannan thought that E-Service is all the services provided by network, including service goods、service environment and service d

6、elivery. Related research Santos thought E-Quality provide a sustainable competitive advantage for e-commerce businesses. Olive thought that satisfaction is more about something like fulfillment and more emphasized on consumer psychology. Srinivasan proposed E-Loyal is a good attitude customer havin

7、g which will lead to repeat purchase behavior. Related research Heim and Sinha found order purchasing process and order process and customer loyalty had significant correlation. Studies about logistics and distribution service quality and its impact become more and more common, empirical research is

8、 widely accepted. Among them, Mentze and Rabinovic research is more representative. Scholars in our country FENG Yi-xiong etc. has proposed and verified a logistics service quality evaluation scale based on customer shopping experience in Chine through an empirical investigation.Objective Chat1.Onli

9、ne B2C customer logistics service perception and related factors model Product value perception Logistics perception Online customer loyalty Online customer satisfaction Business enterprise image perception MethodologyTechnology roadmap References 1Bender PMComparative fit indexes in structural modelsJ.Psychological Bulletin，1989，107(2):238-246 2Rabinovich E，Knemeyer AM ,Mayer CMWhy do internet commerce firms incorporate logist