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1、Thesis Proposal,An Empirical Research on Online B2C Customer Perceptions of Logistics Services and Related Factors,(在线B2C顾客物流服务感知及相关因素的实证研究),Introduction,Logistics service has become an important part of B2C e-commerce.Focusing on customers logistics service perception also become a new enterprise m
2、anagement problem faced by the network retailers,Theoretic and practical significance,Focus on the analysis and evaluation of logistics service from customers perspective after trading online,rather than form traditional views.,Important concepts and terms,E-Quality is used to judge a electronic bus
3、iness enterprise overall superiority comprehensively.Emphasis on customer perception produced by continuous behavior such as online goods quality、orders processing、logistics service and after-sales service.,Important concepts and terms,E-Satisfaction not only includes customers overall approval for
4、electronic business enterprise,also some individual attribute such as visual impression、security、information and logistics services.,Important concepts and terms,E-Loyalty:a widely accepted definition is a decision making units（DMU）behavioral responses to one or more selection process based on time.
5、,Related research,2000,Zeithaml had already used the word E-Service-e-service is information and the contact point happened before、during、and after all trading”.Kannan thought that E-Service is all the services provided by network,including service goods、service environment and service delivery.,Rel
6、ated research,Santos thought E-Quality provide a sustainable competitive advantage for e-commerce businesses.Olive thought that satisfaction is more about something like fulfillment and more emphasized on consumer psychology.Srinivasan proposed E-Loyal is a good attitude customer having which will l
7、ead to repeat purchase behavior.,Related research,Heim and Sinha found order purchasing process and order process and customer loyalty had significant correlation.Studies about logistics and distribution service quality and its impact become more and more common,empirical research is widely accepted
8、.Among them,Mentze and Rabinovic research is more representative.Scholars in our country FENG Yi-xiong etc.has proposed and verified a logistics service quality evaluation scale based on customer shopping experience in Chine through an empirical investigation.,Objective,Chat1.Online B2C customer log
9、istics service perception and related factors model,Product value perception,Logistics perception,Online customer loyalty,Online customer satisfaction,Business enterprise image perception,Methodology,Technology roadmap,References,1Bender PMComparative fit indexes in structural modelsJ.Psychological Bulletin，1989，107(2):238-2462Rabinovich E，Knemeyer AM,Mayer CMWhy do internet commerce firms incorporate logistic service providers in their distribution channels?The role of transaction costs and network strengthJ.Journal of Operations Management。2007:661-681,
