本文關(guān)鍵詞：基于在線評(píng)價(jià)的電商物流服務(wù)時(shí)空對(duì)比分析　出處：《深圳大學(xué)》2017年碩士論文　論文類型：學(xué)位論文

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【摘要】：隨著互聯(lián)網(wǎng)的不斷普及,電商行業(yè)的發(fā)展已經(jīng)迎來(lái)了4.0時(shí)代。據(jù)艾瑞網(wǎng)最新統(tǒng)計(jì)數(shù)據(jù)顯示,2016年中國(guó)電商行業(yè)交易規(guī)模達(dá)20.2萬(wàn)億元,同比增長(zhǎng)23.6%。其中2016年中國(guó)網(wǎng)購(gòu)市場(chǎng)交易規(guī)模達(dá)4.7萬(wàn)億元,較去年增長(zhǎng)23.9%,成為推動(dòng)電商務(wù)市場(chǎng)發(fā)展的重要力量。網(wǎng)購(gòu)市場(chǎng)的逐漸成熟使得消費(fèi)者越來(lái)越關(guān)注購(gòu)物過(guò)程的服務(wù)體驗(yàn),根據(jù)《2016年中國(guó)消費(fèi)者網(wǎng)絡(luò)購(gòu)物消費(fèi)洞察報(bào)告》顯示,消費(fèi)者在2016年網(wǎng)購(gòu)時(shí)最關(guān)注的因素就是物流與服務(wù),關(guān)注度高達(dá)56.9%。然而在當(dāng)今電商市場(chǎng)競(jìng)爭(zhēng)如此激烈的時(shí)代,電商企業(yè)要想提升消費(fèi)者對(duì)物流服務(wù)體驗(yàn)的滿意度并非易事,尤其是各地區(qū)及地區(qū)內(nèi)部的物流服務(wù)不均衡、不同消費(fèi)時(shí)段的物流服務(wù)不穩(wěn)定等現(xiàn)象使得消費(fèi)者對(duì)電商平臺(tái)物流服務(wù)的整體印象難以達(dá)到理想。以往研究電商物流服務(wù)問(wèn)題的數(shù)據(jù)大多通過(guò)調(diào)查問(wèn)卷得來(lái),但受限于調(diào)查數(shù)量、調(diào)查對(duì)象等客觀原因,所得數(shù)據(jù)的可靠性和準(zhǔn)確性往往難以保證。為克服調(diào)查問(wèn)卷的局限,本文將以商品在線評(píng)價(jià)信息作為數(shù)據(jù)來(lái)源,探究不同空間和時(shí)間下電商物流服務(wù)的差異性。本文主要研究?jī)?nèi)容如下:(1)通過(guò)對(duì)國(guó)內(nèi)各大電商企業(yè)在電商模式、電商市場(chǎng)規(guī)模、電商在線評(píng)價(jià)規(guī)模及電商在線評(píng)價(jià)結(jié)構(gòu)這四個(gè)方面的對(duì)比,得出適合本文研究的電商平臺(tái)是京東商城。(2)通過(guò)運(yùn)用網(wǎng)頁(yè)信息抓取工具Gooseeker和詞頻分析與統(tǒng)計(jì)工具ROST,采集了本文研究所需的223618條在線評(píng)價(jià)樣本數(shù)據(jù),并根據(jù)關(guān)鍵詞分類匯總結(jié)果與以往研究的結(jié)合,提取出了10個(gè)物流服務(wù)因素并量化,為本次研究打下了數(shù)據(jù)基礎(chǔ)。(3)基于不同空間的角度,結(jié)合宏觀與微觀分析探究電商物流服務(wù)的差異性。通過(guò)分析不同消費(fèi)地區(qū)的物流時(shí)效與不滿度的相關(guān)性,從宏觀上得出電商服務(wù)整體不滿度不存在顯著的空間差異性。然后通過(guò)計(jì)算各物流因素的空間變異系數(shù)并比較,從微觀上發(fā)現(xiàn)一部分物流因素不滿度存在一定空間差異性,其中,“配送終端覆蓋范圍”因素不滿度的空間變異系數(shù)最大,達(dá)到了1.01,屬于強(qiáng)變異性,說(shuō)明該物流因素不滿度的空間差異性很大。進(jìn)一步分析得出不同品類商品具體物流因素的空間差異性各有不同,且3C類商品“配送終端覆蓋范圍”因素不滿度的空間變異系數(shù)最大。(4)基于不同時(shí)間的角度,結(jié)合宏觀與微觀分析探究電商物流服務(wù)的差異性。首先通過(guò)對(duì)2016年上半年和下半年的宏觀對(duì)比分析,發(fā)現(xiàn)下半年整體物流不滿度比上半年略微增加。然后選取具體消費(fèi)時(shí)段進(jìn)行微觀分析,發(fā)現(xiàn)促銷時(shí)段的物流服務(wù)整體表現(xiàn)與一般時(shí)段存在較大差距,其中,“配送時(shí)間準(zhǔn)確性”因素的不滿度差異最大,差異率達(dá)到70.14%。同時(shí)對(duì)比兩年內(nèi)同一促銷時(shí)段的物流服務(wù)差異,得出物流服務(wù)水平整體有所提高,而各項(xiàng)因素的表現(xiàn)各有增減。
[Abstract]:With the popularity of the Internet, the development of e-commerce industry has entered a 4.0 era. According to the latest statistics, China's e-commerce industry transactions amounted to 20.2 tillion yuan in 2016. The number of transactions in China's online shopping market reached 4.7 tillion yuan in 2016, up 23.9% from last year. Become an important force to promote the development of electronic commerce market. The gradual maturity of the online shopping market makes consumers pay more and more attention to the service experience of the shopping process. According to the China Consumer online shopping insight report 2016, the most important factor that consumers pay attention to online shopping in 2016 is logistics and services. However, in an era when e-commerce market competition is so fierce, it is not easy for e-commerce enterprises to enhance customer satisfaction with logistics service experience. In particular, the logistics services in various regions and regions are not balanced. The instability of logistics services in different consumption periods makes it difficult for consumers to reach the ideal overall impression of e-commerce platform logistics services. In the past, most of the data on e-commerce logistics services were obtained through questionnaires. However, the reliability and accuracy of the obtained data are often difficult to guarantee due to the objective reasons such as the quantity of the survey and the object of investigation. In order to overcome the limitation of the questionnaire, the online evaluation information of commodities will be used as the data source in this paper. This paper explores the differences of e-commerce logistics services in different space and time. The main content of this paper is as follows: 1) through the domestic e-commerce enterprises in the e-commerce model, e-commerce market scale. The comparison of the scale of online evaluation and the structure of online evaluation of e-quotient. It is concluded that the suitable e-commerce platform for this paper is JingDong Mall. 2) through the use of web information capture tool Gooseeker and word frequency analysis and statistics tool ROST. This paper collected 223618 online evaluation sample data needed for this study and extracted 10 logistics service factors and quantified them according to the combination of keyword classification and summary results and previous research. For this study laid a data base. 3) based on different spatial perspective. Combined with macro and micro analysis to explore the differences of e-commerce logistics services. Through the analysis of different consumption areas of logistics timeliness and dissatisfaction of the correlation. From the macro point of view, it is concluded that there is no significant spatial difference in the overall dissatisfaction of e-commerce services, and then the coefficient of spatial variation of each logistics factor is calculated and compared. From the microscopic point of view, it is found that there is a certain spatial difference in the dissatisfaction degree of some logistics factors, among which, the spatial variation coefficient of the "distribution terminal coverage" factor is the largest, reaching 1.01, which belongs to strong variability. It shows that the spatial difference of the dissatisfaction degree of the logistics factor is very large. Further analysis shows that the spatial differences of the specific logistics factors of different categories of commodities are different. And 3C goods "distribution terminal coverage" factor dissatisfied factor of the largest spatial coefficient of variation. 4) based on different time perspective. Combining macro and micro analysis to explore the differences of e-commerce logistics services. First of all, through the first half of 2016 and the second half of the macro comparative analysis. Found that the second half of the overall logistics dissatisfaction slightly increased compared with the first half. Then selected specific consumption period for microscopic analysis, found that the overall performance of the promotion period of logistics service and general period of time there is a big gap, among them. "Distribution time accuracy" factor of dissatisfaction is the biggest difference, the difference rate reached 70.14. At the same time, compared with the two years of the same promotion period of logistics service differences, it is concluded that the overall level of logistics services has been improved. The performance of each factor has increased or decreased.
【學(xué)位授予單位】：深圳大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：F724.6;F259.2

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1 金娜;基于在線評(píng)價(jià)的電商物流服務(wù)時(shí)空對(duì)比分析[D];深圳大學(xué);2017年

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