新零售服务供应链线下电商服务整合提升研究

Research on Quality Improvement of Online E-commerce Service Integration in New Retail Service Supply Chain

摘要:

以人因工程的思想为主导，在B2C电子商务服务流程分析的基础上，将人因工程学应用于B2C电子商务服务总流程，得出B2C电子商务服务各子流程的质量设计目标，通过控制服务流程来控制服务质量。研究结果表明:根据各质量特性的等级，B2C企业可根据自身情况优先完善等级为1和2的质量特性，逐步完善各运营环节，提升服务质量。以期为B2C电子商务企业有效改善自身的服务质量，进而为客户提供高效的、安全的、舒适的服务。

Abstract:

Based on the analysis of B2C e-commerce service process, this paper applies human factor engineering to the general process of B2C e-commerce service, obtains the quality design goal of each sub-process of B2C e-commerce service, and controls the service quality by controlling the service flow. The results show that according to the grade of each quality characteristic, B2C enterprises can give priority to perfecting the quality characteristics of grade 1 and 2 according to their own conditions, and gradually perfect each operation link and improve the quality of service. The research aims to improve the service quality of B2C e-commerce enterprises effectively, and then provide efficient, safe and comfortable service for customers.