摘要：随着科学技术的持续发展，网络渐渐地成为了人类日常生活中必不可少的一个组成部分,它在普及的同时也促进了新型购物方式--网络购物潮流的兴起。网络购物具有便捷、实惠的特点，被许多消费者所青睐，面对这么一大群消费群体，电商企业也孕育而生。当当网作为我国书籍销售的主要电子商务企业，其发展在一定程度上代表着电商行业的发展。当当网目前选用的物流配送模式主要是通过与第三方供应商的合作来实现，这种物流方式能够使企业节约在物流配送过程中的成本，但同时也不可避免的存在某些问题。本文讨论的就是在这种模式下的物流配送环节方面的客户满意度问题，利用图表分析等方式进行分析其在物流配送环节存在一些问题，并通过对这些问题的具体分析，最后得出当当网在提高客户满意度方面可行的改进建议，提高客户的忠诚度，从而提高其在电商行业的竞争力。
关键词：当当网 物流配送 客户满意度 问题 对策
Abstract: As technology progresses, the network has become indispensable in our daily life an integral part of its popularity but also promoted a new way of shopping--the rise of Internet shopping trends.Online shopping is convenient, affordable features, favored by many consumers, faced with such a large group of consumers, commercial enterprise conceived and born.Dangdang primary e-commerce business as book sales in China, which to a certain extent, represent the industry's development.Dangdang is currently the logistics supply model is mainly achieved through cooperation with third-party vendors, such logistics can enable enterprises to save cost in logistics and distribution processes, but also the inevitable existence of certain problems.Discussed in this paper is in this mode of logistics and distribution links customer satisfaction issues, using chart analysis for, inter alia, to analyse its link, there are some problems in logistics and distribution, and through specific analysis of those issues came to the conclusion that dangdang feasible suggestions for improvement
Key world: Dangdang.com Logistics Distribution Customer satisfaction Question Measures
