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  本文關鍵詞：基于在線評價的電商物流服務時空對比分析　出處：《深圳大學》2017年碩士論文　論文類型：學位論文

  更多相關文章： 電商物流服務 在線評價 時空對比

【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)迎來了4.0時代。據(jù)艾瑞網(wǎng)最新統(tǒng)計數(shù)據(jù)顯示,2016年中國電商行業(yè)交易規(guī)模達20.2萬億元,同比增長23.6%。其中2016年中國網(wǎng)購市場交易規(guī)模達4.7萬億元,較去年增長23.9%,成為推動電商務市場發(fā)展的重要力量。網(wǎng)購市場的逐漸成熟使得消費者越來越關注購物過程的服務體驗,根據(jù)《2016年中國消費者網(wǎng)絡購物消費洞察報告》顯示,消費者在2016年網(wǎng)購時最關注的因素就是物流與服務,關注度高達56.9%。然而在當今電商市場競爭如此激烈的時代,電商企業(yè)要想提升消費者對物流服務體驗的滿意度并非易事,尤其是各地區(qū)及地區(qū)內部的物流服務不均衡、不同消費時段的物流服務不穩(wěn)定等現(xiàn)象使得消費者對電商平臺物流服務的整體印象難以達到理想。以往研究電商物流服務問題的數(shù)據(jù)大多通過調查問卷得來,但受限于調查數(shù)量、調查對象等客觀原因,所得數(shù)據(jù)的可靠性和準確性往往難以保證。為克服調查問卷的局限,本文將以商品在線評價信息作為數(shù)據(jù)來源,探究不同空間和時間下電商物流服務的差異性。本文主要研究內容如下:(1)通過對國內各大電商企業(yè)在電商模式、電商市場規(guī)模、電商在線評價規(guī)模及電商在線評價結構這四個方面的對比,得出適合本文研究的電商平臺是京東商城。(2)通過運用網(wǎng)頁信息抓取工具Gooseeker和詞頻分析與統(tǒng)計工具ROST,采集了本文研究所需的223618條在線評價樣本數(shù)據(jù),并根據(jù)關鍵詞分類匯總結果與以往研究的結合,提取出了10個物流服務因素并量化,為本次研究打下了數(shù)據(jù)基礎。(3)基于不同空間的角度,結合宏觀與微觀分析探究電商物流服務的差異性。通過分析不同消費地區(qū)的物流時效與不滿度的相關性,從宏觀上得出電商服務整體不滿度不存在顯著的空間差異性。然后通過計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,達到了1.01,屬于強變異性,說明該物流因素不滿度的空間差異性很大。進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)基于不同時間的角度,結合宏觀與微觀分析探究電商物流服務的差異性。首先通過對2016年上半年和下半年的宏觀對比分析,發(fā)現(xiàn)下半年整體物流不滿度比上半年略微增加。然后選取具體消費時段進行微觀分析,發(fā)現(xiàn)促銷時段的物流服務整體表現(xiàn)與一般時段存在較大差距,其中,“配送時間準確性”因素的不滿度差異最大,差異率達到70.14%。同時對比兩年內同一促銷時段的物流服務差異,得出物流服務水平整體有所提高,而各項因素的表現(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.
【學位授予單位】：深圳大學
【學位級別】：碩士
【學位授予年份】：2017
【分類號】：F724.6;F259.2

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相關碩士學位論文 前1條

1 金娜;基于在線評價的電商物流服務時空對比分析[D];深圳大學;2017年

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本文編號：1367430