退货物流运输中的步骤精简控制与满意度的关系分析

摘要

In this paper, in view of the complexity, long inspection time and prolonged processing cycle of the product returns process in the logistics transportation system, we analyzed the method to control the reduction of the process, built the relational model of the process reduction and customer satisfaction of the product returns logistics transportation, studied statistically the relationship between the process reduction and customer satisfaction of the Paipai Net, and proved the great influence of the level of the reduction of the product returns logistics process on the level of customer satisfaction of the enterprise.%针对物流运输体系中退货步骤的繁琐性、检测时间慢、退货处理周期长的问题，分析退货物流运输中步骤精简的控制方法，构建一种基于退货物流服务与顾客满意关系的退货物流运输的步骤精简控制与满意度的关系模型，采用统计分析方法对拍拍网的网购物退货物流运输步骤精简控制与顾客满意度的关系进行了实证分析，研究结果证明了企业退货物流运输中步骤的精简程度对顾客满意度高低有很大的影响作用。退货物流运输步骤越简单，顾客的满意度越高，反之，顾客的满意度就会降低，同时还会对企业声誉造成一定的影响，为企业合理改善退货物流运输步骤提供了借鉴。