O2O电子商务模式下物流服务的客户满意度影响因素研究

Research on the Influence Factors of Customer Satisfaction of Logistics Service under O2O E-commerce Model

近年来,网购行为逐渐成为一种趋势,社会物流需求迅速增加,物流企业迅速发展。O2O电子商务模式作为新兴的电子商务模式正逐渐受到商家和消费者的青睐,而在其发展过程中,客户满意度的提升成为需要注重的问题。文章通过对O2O商务模式和客户满意度的研究,提出增强企业竞争优势的基本手段,以此实现企业与客户的双赢。

In recent years, online shopping behavior has swiftly increased in society and logistics enterprises have increasingly become a trend.Meanwhile,logistics demand has been gotten mushroom growth.O2O, a burgeoning e-commerce model, has met with great favor among merchants and consumers gradually.While during the developing process, more attention should be paid to the promotion of Customer Satisfaction Index （CSI）.This paper attempted to study on O2O e-commerce model and customer satisfaction index,and then put forward some corresponding countermeasures and advice to enhance enterprise competitive advantage, which could realize win-win with customers.