Research On Customer Satisfaction Of Amazon FBA Warehouse

In recent years,the transaction volume of China’s cross-border e-commerce platform has maintained a high-speed growth trend.Cross-border e-commerce business has become an important engine for the vigorous development of China’s foreign trade.At present,Chinese sellers choose to export goods cross-border e-commerce platforms include Amazon "global store",Alibaba international station,wish,shrimp skin,etc.,sellers in the process of choosing the platform,in addition to the platform active users,platform site radiation range,store costs,website design and other angles,but also pay more and more attention to their own experience.In the context of the development of cross-border e-commerce in full swing,the transaction scale of cross-border e-commerce in China is getting larger and larger,increasing year by year,and the proportion of total import and export trade is also gradually increasing.The development prospects of cross-border e-commerce industry are broad,but at the same time,cross-border e-commerce enterprises are also facing huge challenges and bottlenecks,of which the imperfect development of logistics is a major obstacle.More and more scholars argue that cross-border e-commerce and cross-border logistics synergy has become an inevitable trend of future development,so cross-border logistics has become an important problem that must be faced in the development of cross-border e-commerce,and the emergence of overseas warehouses provides a new solution to cross-border logistics and distribution problems.Amazon FBA warehouse is an overseas warehouse established by Amazon for the one-stop logistics service provided by merchants operating on its platform,and is a typical representative of the overseas warehouse construction of cross-border e-commerce platforms.Starting from Amazon’s FBA warehouse business,this paper analyzes the impact of related products and services it provides on customer satisfaction at the seller’s end,and proposes measures to improve satisfaction.First of all,this paper is divided into eight parts,the first part introduces the research background,research significance,literature review,research content,research methods and objectives,innovation points and deficiencies of this paper;The second part focuses on cross-border e-commerce,cross-border e-commerce logistics,overseas warehouses,Amazon FBA warehouses,and customer satisfaction models,and explains from three aspects:concept definition,business model development history,and major research results at home and abroad;The third part,through literature learning,analyzes the current situation and competitive advantages and disadvantages of Amazon’s FBA warehouse business,and finds out its advantages and disadvantages;In the fourth part,the Customer Satisfaction Evaluation Index of Amazon FBA Seller Terminal is selected through voting interviews,and the weight of each indicator is calculated by expert scoring and AHP hierarchical analysis method,and the evaluation system design is completed;The fifth part,based on the Chinese customer satisfaction model CCSI and SERVQUAL model design questionnaire,through the distribution of questionnaire surveys to actively investigate the seller’s satisfaction with FBA,using reliability validity verification,descriptive analysis method,factor analysis method and other analysis methods,through in-depth analysis of the platform and questionnaire data,calculate the satisfaction score and analyze the reasons;The sixth part proposes solutions to the problem,including two parts:customer service quality improvement and optimization management and policy;The seventh part,through the amazon FBA customer satisfaction research case,to the development of China’s cross-border industry to put forward suggestions and development direction;Part Ⅷ summarizes what is written in this article and the outlook for the future.With the deepening of customer satisfaction research at home and abroad,customer evaluation has attracted unprecedented attention in the field of enterprise economic development research.As a new foreign trade model,the cross-border e-commerce industry has gradually increased the proportion of the total volume of China’s economy,but the relevant research to match it is still very scarce,and the research content is relatively single.Crossborder logistics has always been a constraint on the development of cross-border e-commerce,Chinese enterprises and the government in order to develop the overseas warehouse model has made great efforts,this article will focus on Amazon FBA seller-side satisfaction research,in order to improve customer satisfaction for Amazon FBA business to make suggestions,and for China’s overseas warehouse merchant business development to bring reference significance.