CAJ | 학술논문

目的：通过调查公众对网上药店售后服务的心理偏好及满意度，得出迎合消费者心理的售后服务模式，从而为消费者网上购药提供便利，也为网上药店的发展提供参考。方法采用便利抽样的方式，针对网上药店售后服务现状及消费者对售后服务的期望对群众进行随机问卷调查，并对回收的问卷进行统计和分析，得出结论。结果消费者对于网上药店的售后服务现状满意度不高，不同网上药店的售后服务模式在一定程度上影响着消费者的购买意愿。结论网上药店的售后服务应根据消费者的心理偏好有所改进，完善网上药店售后服务，促进网上药店的发展。
목적：통과조사공음대망상약점수후복무적심리편호급만의도，득출영합소비자심리적수후복무모식，종이위소비자망상구약제공편리，야위망상약점적발전제공삼고。방법채용편리추양적방식，침대망상약점수후복무현상급소비자대수후복무적기망대군음진행수궤문권조사，병대회수적문권진행통계화분석，득출결론。결과소비자대우망상약점적수후복무현상만의도불고，불동망상약점적수후복무모식재일정정도상영향착소비자적구매의원。결론망상약점적수후복무응근거소비자적심리편호유소개진，완선망상약점수후복무，촉진망상약점적발전。
Objective To facilitate the purchase of medicines for consumers online and provide a reference for the development of the online pharmacies by investigating the public preferences and satisfaction about the after-sales service offered by online pharmacies. Methods A spot investigation about the current situation of after-sales service offered by online pharmacies and customers' expectation was carried out by questionnaires in a way of convenience sampling. Then the conclusion was reached by analyzing the statistics. Results The after-sales service offered by online pharmacies was far from customers' expectation, and customers' purchasing desire online was impacted by different modes of after-sales service to some extent. Conclusion It is right to improve the after-sales service of online pharmacies on the basis of customers' psychological preferences to promote the development of online pharmacies.