京东商城逆向物流服务管理质量的发展与对策研究

Research on the Development and Countermeasures of Reverse Logistics Service Management Quality in JD Mall

摘要: 如今，随着互联网、电子商务的快速发展，使用网络购物已逐渐成为人们日常生活中必不可少的工具。然而，由于网购规模的快速增长以及其他因素的影响，中国消费者对退货物流服务的需求日益增长，对退货物流服务的要求也越来越高。本研究以京东商城为研究对象，借鉴服务质量等相关理论以及逆向物流特点与概念，构建京东商城逆向物流的评价指标体系，以此设计调查问卷，深入分析京东商城的基本情况、逆向物流模式以及顾客投诉等状况，针对存在问题提出相应的发展建议，并为其它企业逆向物流服务管理提供借鉴。

Abstract: Today, with the rapid development of the internet and e-commerce, online shopping has gradually become an indispensable tool in people’s daily lives. However, due to the rapid growth of online shopping scale and the influence of other factors, Chinese consumers’ demand for return logistics services is increasing, and their requirements for such services are also becoming increasingly stringent. This study focuses on JD Mall as its research subject. Drawing upon theories related to service quality and the characteristics and concepts of reverse logistics, it constructs an evaluation index system for JD Mall’s reverse logistics. Based on this system, a survey questionnaire is designed to conduct an in-depth analysis of JD Mall’s basic situation, reverse logistics model, and customer complaint status. Developmental suggestions are proposed to address existing issues, providing reference for reverse logistics service management in other enterprises.