Reverse Return And Exchange Logistics Optimization Of Amazon China B2C E-commerce

In recent years,with the growth of China's online retail market scale,and the B2 C e-commerce market share is gradually increased,which has become a mainstay of China's e-commerce development,which bring into increasingly fierce competition between B2 C e-commerce enterprises,how to improve the core competitiveness and quality of service has become the focus of B2 C e-commerce enterprises.However,from the current development situation of "four circulations" view,the logistics is relatively backward,which becomes the bottlenecks restricting the development of B2 C e-commerce enterprises.It is reported by many media that e-commerce logistics service quality is very bad---goods lost,customer return speed is low,rough handling of goods,etc.,due to high online consumer complaints,directly affect the customer satisfaction and loyalty.So many B2 C e-commerce companies set out to improve the quality of logistics service,aimed at improving the consumer shopping experience,gained market share,in order to solve the biggest barrier to influence the development.The thesis firstly to sort out the e-commerce logistics model,e-commerce return logistics,logistics service quality,and Milk-run and vehicle fuzzy appointment theory research results.Secondly,deeply analyze the existing logistics service quality evaluation system,constructing scientific and reasonable e-commerce logistics service quality evaluation model.On this basis,taking the Amazon China for example,the logistics service quality and the questionnaire survey to collect data,using the constructed model analysis to its logistics service quality evaluation,focus on improving efficiency and convenience of logistics service quality,especially increase customer return speed and efficiency,and reduce the exchange cost.Finally,combining with the Amazon China enterprise features,from the perspective of customer return exchange logistics operation,and analyses main problems of logistics operation management,studies how to establish effective and reasonable customer return exchange logistics system.Through the analyses of returning line,returning exchange cycle,handover process and the introduction of circular pickup pattern,introduce packaging and process standardization and optimization of main transport logistics network,make a customer return exchange appointment time,so as to improve the operational efficiency of the reverse return exchange of the logistics,improve the amazon China logistics service quality.After further study of the subject,basically solved the problems existing in the Amazon China customer reverse return exchange logistics,and improved the overall performance of the amazon customer reverse return exchange logistics in China: the customer return cycle is shortened by 42%,the arrival of the return goods on time rate increase to 80%,the truck carriage volume utilization rate increase to 85%,the logistics cost ratio was reduced by 20%,the labor efficiency increased by 26%,customer satisfaction rate was increased by 4.95%.Through this topic research,we summarized how to optimize B2 C e-commerce business enterprise logistics service quality,especially provide the reference to the customer reverse return exchange logistics.