Comparative Analysis Of Chinese And Russian Consumers' Satisfaction With International B2C E-commerce Logistics

As one of the key applied forms on Internet,B2 C e-commerce has been growing at a very high speed in China and in Russia in recent years.The importance of e-commerce has been accepted by more and more people in various circles.China and Russia show some common characteristics that are relevant for e-commerce.Both countries,for example,rank among the geographically largest countries in the world with huge population including different ethnic groups.In both countries the average income is low,which has negative influence on the success of web-based B2 C activities.But it can be assumed that this situation will change in the near future,since it is to be expected that the average income will increase,due to the dynamic developments in different economic fields.Jeff Bezos of Amazon.com notes,“The logistics and the customer service – the non-glamorous parts of the business – are the biggest problem with e-commerce.A lot of these companies that are coming online spend all their money and effort building a beautiful Web site and then can't get the stuff to the customer.”Customer service is the end-all to any company's success of failure.The customer is what provides the income that a company can continue to thrive and determine whether or not a company can continue to stay in business.Therefore,it is of the utmost importance that a high level of customer service always be something to strive for.Without continued excellence in customer service,a company's success is over before it starts.When e-shoppers buy products online they have almost infinite choice in terms of what they can buy,where they can buy it,and when they can buy it.E-shoppers expect similar choice and control when it comes to delivery of the products bought.This puts new challenges on delivery operators in as they need to develop new customer-oriented delivery solutions that offer convenient delivery options as reasonable prices.If the delivery services on offer do not meet the needs of e-shoppers,this may imply a lower willingness to engage in e-commerce.Starting from the perspective that B2 C e-commerce consumers pursue low price while retailers try to decrease the cost,by using the methods of sampling survey and case study,the paper will discuss issues about goods delivery cost,delivery time and speed,delivery value added features,return options and the points of delivery in B2 C e-commerce in both countries(China and Russia).