电子商务环境下顾客忠诚度的建立和管理 毕业论文.docVIP

科类 管理学 编号（学号） 本科生毕业论文（设计） 电子商务环境下顾客忠诚度的建立和管理 The Establishment of Customer Loyalty in E-commerce * * * 指导教师： *** 职称 ** 云南农业大学 昆明 黑龙潭 650201 学 院： 经 济 管 理 学 院 专 业： 电 子 商 务 年级： 2009级 论文（设计）提交日期： 2013年5月 答辩日期： 2013年5月 答辩委员会主任： *** 云南农业大学 2013年 5 月  电子商务环境下顾客忠诚度的建立和管理 摘 要 近年来，电子商务在我国乃至全球贸易市场上异军突起，并已经深入到经济社会中的各个角落。由于电子商务的迅猛发展，经济学中盛行的“二八定律”得到了很好的验证，很多经济学家认为，创造企业利润80%的这20%顾客就是企业客户忠诚度的真正价值所在。顾客是企业利润的真正源泉。在当今经济发展趋势下，建立和提高顾客忠诚度是企业生存和发展的根本所在。许多企业的管理经验和研究表明，开发一个新客户比维持一个老客户要付出更多的成本Management, Yunnan Agricultural University, Kunming 650201） Abstract: In recent years, the electronic commerce as a new force suddenlu rises in our country and even the global trade market ,it have already make a profound influence on every corner of social economy. Due to the rapid development of e-commerce, the prevailing in economics to get a good verification, many economists believe that the 80% profits created by the people who only account to 20%.And as a fact, the 20% customers is the key to the true value of customer loyalty. Customers are the real source of corporate profits. In todays economic development trend, establish and improve the customer loyalty is the enterprise survival and development. Many enterprise management experience and the research shows that the development of a new customer than keep an old customer to pay more energy and cost, so, foster loyal customers will is the key to enterprise success. In this paper, it explains the concept of customer loyalty under the e-commerce environment, analyzes the obstacle factors influencing customer loyalty and driving factors, and put forward the strategy to cultivate customer loyalty in e-commerce environment, and all of this embodied the value in the cultivation of customer loyalty. Key words：E-commerce; Customer Loyalty 顾客忠诚度指顾客忠诚的程度，是一个量化概念