物流配送对B2C电子商务客户满意度的影响程度及评价指标体系研究

摘要

物流配送是电子商务中的重要环节,在较大程度上影响着客户满意度。文章研究了电子商务和物流配送之间的关系,用词频分析法对消费者的购物评论进行挖掘,揭示出物流配送是影响B2C电子商务客户满意度的最关键因素,并进一步建立起一个B2C电子商务物流配送服务评价指标体系。%Logistics is an important link in the E-commerce, have an impact on customer satisfaction to a greater extent. These papers studies the relationship between E-commerce and logistics, by word frequency analysis on the consumer's shopping reviews digging reveals that logistics is the most critical factor which has impact of B2C E-commerce customer satisfaction, and further establish a evaluation index system of B2C E-commerce logistics and distribution services.