消费者对网上药店支付与售后服务方式偏好的调查  

Survey consumer preferences online pharmacies of payment and after-sales services

作　　者：虞崇迪[1] 昝旺[1] 张雪智[1] 张燕琴 

机构地区：[1]成都医学院药学院,四川成都610083 [2]解放军四五一医院,陕西西安710054

出　　处：《中国当代医药》2012年第17期132-133,共2页China Modern Medicine

摘　　要：目的探究网上药店支付与售后服务方式对消费者心理的影响,为网上药店发展提供参考依据。方法采用自填式问卷进行调查,将有效问卷的数据导入统计软件进行统计分析。结果数据资料显示,调查对象中有71.9%的人在购药时倾向于使用网上银行进行支付,80.4%的调查对象希望增设用药咨询,76.6%的调查对象期待退换货的售后服务。结论消费者看重网上交易的安全与方便,企业应增强网上支付交易的安全性,并完善相应服务措施。Objective To explore the influence of the online pharmacy payment pattern and after-sale services for customer psychology to provide the reference for the development of online pharmacies. Methods The way of self-administered questionnaire was adopted, the valid data was collected and put into the statistical software for analyzing. Results Data showed that 71.9 percent of the respondents tend to use online banking to make payments, 80.4 percent of the respondents wanted additional medication counseling and 76.6 percent of the respondents looked forward to a return or change for a af- ter-sale service. Conclusion Overall, as consumers value the security and convenience of online transactions, enterprises should strengthen the security of their online payment transactions and improve the service measures.

关 键 词：互联网药品经营 消费心理 网上药店 售后服务 

分 类 号：F724.6[经济管理—产业经济]