天猫商城退货逆向物流分析  

Analysis of Reverse Logistics of Tmall Mall

作　　者：丁和平[1] 邓琪[1] 郭玉侠[1] 

机构地区：[1]宿州学院经济管理学院,安徽宿州234000

出　　处：《绍兴文理学院学报》2017年第8期66-70,共5页Journal of Shaoxing University

基　　金：安徽省人文社科重点项目(SK2015A564);宿州学院特色教研室项目(szxytjys201303);宿州学院科研平台开放课题(2016ykf19)

摘　　要：为了有效减少退货物流的产生,降低退货逆向物流成本,提出一种定性和定量结合评判退货逆向物流的方法.构建天猫商城退货逆向物流满意度评价指标,线上线下发放231份问卷,发现天猫商城退货逆向物流存在的问题:退货流程麻烦,处理周期长;第三方物流公司发展不健全;退货标准不一,成本高等.利用模糊评判法评价天猫商城退货逆向物流满意度,将满意度分值满分设为5,发现天猫商城退货逆向物流满意度得分为2.37.结果表明,天猫商城退货逆向物流需进一步提升,应制定统一的退货标准、合理的退货政策,提高退货服务,构建退货逆向物流管理体系.In order to effectively reduce the cost of reverse logistics,this paper puts forward a method of combining the qualitative and quantitative evaluation of reverse logistics. For the construction of a satisfaction evaluation index of Tmall mall reverse logistics,231 questionnaires were issued. The reverse logistics of Tmall mall was found to be troublesome in the return process and long in the treatment period,with the imperfect third party logistics development,varied return standards and high cost,etc. Using the fuzzy evaluation method to evaluate the satisfaction of reverse logistics of Tmall mall,the satisfaction degree of reverse logistics of Tmall mall was 2.34 if the satisfaction score was set to 5. The results show that the reverse logistics of Tmall mall needs to be further improved,and a unified return standard and reasonable return policy formulated,thus improving the return service and building a reverse logistics management system.

关 键 词：天猫商城 逆向物流 满意度 模糊评判法 

分 类 号：U491.17[交通运输工程—交通运输规划与管理]