顧客体験を向上させるECサイトの配信品質

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ސ٬ମݧΛ޲্ͤ͞Δ &$αΠτͷ഑৴඼࣭ ʙ8FCύϑΥʔϚϯεߴ଎ԽʹΑΔػձଛࣦͷ࠷খԽͱσδλϧϒϥϯσΟϯάʙ גࣜձࣾ4QFMMEBUB ஛ಎ ཅҰ࿠ ZPJDIJSPUBLFIPSB!TQFMMEBUBDPKQ

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ࣗݾ঺հ • גࣜձࣾ4QFMMEBUB୅දऔక໾ࣾ௕ • "$. "TTPDJBUJPOGPS$PNQVUJOH.BDIJOFSZ ձһ • $.( $PNQVUFS.FBTVSFNFOU(SPVQ ձһ • *4"$" *OGPSNBUJPO4ZTUFNT"VEJUBOE$POUSPM"TTPDJBUJPO ձһ • ೔ຊ౷ܭֶձ ࢍॿձһ • ೔ຊՊֶٕज़࿈ໍ ࢍॿձһ • ೔ຊϚʔέςΟϯάֶձ ձһ • IUNMKύϑΥʔϚϯε෦෦௕ • ౷ܭֶΛجૅ͔ΒֶͿத੢क़ओ࠵ • 8FCαΠτύϑΥʔϚϯεʹؔ܎͢Δ࢓ࣄΛ࢝Ίͯɺ΋͏೥໨ • ΍͖ͬͯͨࣄ • 7.XBSFʜ೔ຊਓॳͷ7$1τϨʔφʔ • "LBNBJʜϓϩϑΣογϣφϧαʔϏε • 7FSJ[PO#VTJOFTTʜϓϦϯγύϧίϯαϧλϯτ • ,FZOPUF4ZTUFNTʜ೔ຊ୅ද • $BUDIQPJOU 4ZTUFNT ʜ ೔ຊ୅ද

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ࠓ೔ɺ͓࿩͢Δ಺༰ • ඒ͍͠ཧ೦ͷ͓࿩ • ސ٬ମݧΛࠨӈ͢Δදࣔ଎౓ • 4&0ͱදࣔ଎౓ͷؔ܎ • టष͍ݱ࣮ͷ͓࿩ • 8FCͷ഑৴඼࣭Λอͭ

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ސ٬ମݧΛࠨӈ͢Δදࣔ଎౓ ."5ཧ࿦Ͱߟ͑Δίϯόʔδϣϯ཰

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8FCαΠτͷදࣔ଎౓͸େࣄ

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Ͱ΋ɺͱΓ͋͑ͣɺࠓ͸ചΕͯΔ͔Β ʮදࣔ଎౓͕େࣄͰ͋Δ͜ͱ͸෼͔͍ͬͯΔ͚Ͳɺ ΋ͬͱଞͷࢪࡦ͕େࣄʯ

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ʮ஗͍αΠτ͸ೋ౓ͱߦ͔ͳ͍ʯ ࢀরࢿྉɿ$PNQVXBSFʢ೥ʣ

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8FCαΠτʹظ଴͢Δ΋ͷ 8FCαΠτʹظ଴͢Δ͜ͱ αϯϓ ϧ਺ ฏۉϨʔτ ίϯςϯπͷ৽͠͞΍ߋ৽ස౓ ύϑΥʔϚϯε ʢόοϑΝϦϯάͳ͠Ͱɺಈը࠶ੜɺ ϖʔδͷಡΈࠐΈ͕଎͍౳ʣ ϞόΠϧαΠτͱσεΫτοϓαΠτ ͷମݧ͕ಉҰͰ͋Δ͜ͱ ύʔιφϥΠζ͞Εͨίϯςϯπ -JNFMJHIU /FUXPSLT IUUQJNHFODPN8FC--/8#CGFGCDFGBD%@4UBUFPGUIF6TFS&YQFSJFODFQEG

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(PPHMFͷσΟʔϓϥʔχϯάʹΑΔ෼ੳ ೥

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ਫ਼ਆ෺ཧֶ ʕ ϰΣʔόʔɾϑΣώφʔͷ๏ଇ ೥

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ͦΜͳ୯७ͳ࿩ͳͷ͔

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8FCαΠτ͕ߴ଎͔ͩΒ঎඼͕ചΕΔ

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঎඼͕ചΕΔͷ͸ɺ঎඼͕ྑ͍͔Β

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ϥΠϦʔͷখചҾྗͷ๏ଇ 8'3FJMMZ P = × A D' 1ߪೖ֬཰ɺЋʹ܎਺ɺ"ʹັྗɺ%ʹڑ཭ʢαΠτ଎౓ʣ ߪೖ֬཰͸ɺ঎඼ྗºൢചྗΛɺڑ཭ʢαΠτ଎౓ʣͷೋ৐Ͱׂͬͨ΋ͷ

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঎඼ʹັྗ͕͋ͬͯ΋ɺ ڑ཭͕ԕ͍ʢ଎౓͕஗͍ʣͱചΕͳ͍

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."5Ϟσϧ ελϯϑΥʔυେֶͷઆಘٕज़ݚڀॴ .PEFMGSPN%S#+'PHHBU1FSTVBTJWF 5FDI -BC BU4UBOGPSE6OJWFSTJUZ

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&$αΠτͷັྗͱαΠτͷ඼࣭ͷؔ܎ ߪ ങ Ϟ ν ϕ ồ γ ϣ ϯ ௿ ߴ ߪೖ׬ྃ·Ͱͷ ૢ࡞ͱॴཁ࣌ؒ ೉͍͠ ؆୯ ങ͏ $POWFSTJPO ঎඼ྗ ϒϥϯυྗ ϩΠϠϦ ςΟ αΠτͷૢ࡞ੑɾ൓Ԡ଎౓ ങΘͳ͍ "CBOEPO

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Կඵ଴ͬͯ΋Β͏ࣗ৴͕͋Γ·͔͢ʁ • ඵ • ඵ • ඵ • ඵ • ඵ • ඵ • ඵ 4UJDLJOFTT

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ߴ଎ԽʹΑͬͯɺηογϣϯ਺͕૿Ճ දࣔ׬͕ྃ࣌ؒඵ͔Βඵʹ൒ݮ ೔͋ͨΓͷηογϣϯ਺͸ɺ ͔Β ΁ഒ૿

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௚ؼ཰ͷվળ

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දࣔ଎౓ͷ஗Ԇʹػձଛࣦͷ૿େ

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Ͳͷ͘Β͍଎͚Ε͹ྑ͍ͷ͔ʁ

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෼Ͱങ͍෺Λऴ͑ΒΕΔ

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֤ϖʔδʹ͓͍ͯɺ දࣔ։࢝ඵɺ දࣔ׬ྃඵΛ໨ࢦ͢

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ฏۉͰʁ ͍͍͑͑ɺҧ͏ͷͰ͢ɻ จՊল͕ਪਐ͢Δ౷ܭڭҭͰͷ ʮฏۉ஋ʯ͔Βͷ୤٫

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ҎԼͷάϥϑͷฏۉ஋͸ಉ͡ ඵ ඵ ඵ ඵ ඵ ඵ ඵ

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࣌ؒͷܭଌ

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࣌ؒͷܭଌ

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࣌ؒͷܭଌ

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೔ؒͷܭଌ

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೔ؒͷܭଌ

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ྦྷੵ෼෍ؔ਺ ܭଌظؒதɺશମͷԿˋ·Ͱ͕දࣔ։࢝ඵɺදࣔ׬ྃඵͰ͋Δ͔ͰධՁ͢Δ

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4&0ͱදࣔ଎౓ͷؔ܎ ݕࡧಈઢΛ׆͔͢

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4&0ରࡦͱϖʔδߏ੒ͷໃ६

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Կނɺ4&0Λॏࢹ͞Ε͍ͯ·͔͢ʁ • ໨తυϦϒϯͰಈ͍͍ͯΔ͓٬༷ʹߪങͯ͠ཉ͠ ͍ • ʮଶ౓ʯ͕֬ఆ͍ͯ͠Δ

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(PPHMFʹʮදࣔ଎౓େࣄͰ͢ʯͱݴΘΕͨ ํ΋͍Βͬ͠ΌΔͰ͠ΐ͏ • ࡢ೥ळ͔Βɺॏཁސ٬ʹରͯ͠ɺදࣔ଎౓ͷॏཁ ੑΛઆ͖࢝Ίͨ(PPHMF

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͔ͤͬ͘ɺ΍͖͓ͬͯͨ٬༷ʹԡ͠ചΓ

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ϢʔβମݧͷͨΊʹ޿ࠂྖҬΛ࡟ͬͨ(PPHMF ͜͜ͷ ޿ࠂྖҬΛ ͳͨ͘͠

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ങ͍͍ͨ΋ͷΛ৺஍ྑ͘ങͬͯ௖͘

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͓٬༷ͷ࣌ؒΛଚॏ͢Δ

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γϯϓϧʹͳ͍ͬͯ͘ถࠃ&$αΠτ

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ݶΒΕͨ࣌ؒͰ࠷΋఻͍͑ͨࣄΛ఻͑Δ

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ԿͰ΋͔ΜͰ΋σʔλΛऔΒͳ͍ σʔλऔಘ͸ͭʹߜΔɻ͋Ε΋͜Ε΋ͱσʔλΛऔಘ͢Δͱ஗Ԇ͢Δɻ

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͓٬༷ͱ&$αΠτ͕৮Ε߹͏࣌ؒ͸ ୹͍ํ͕ྑ͍

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ങ͍෺Λָ͠Ήͷ͸ɺϦΞϧళฮͰ &$αΠτʹɺ-VYVSZ͸ٻΊΒΕ͍ͯͳ͍

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&$αΠτʹٻΊΒΕΔͷ͸རศੑ

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ߪങମݧʢސ٬ମݧʣ ͓٬༷͕঎඼ΛखʹೖΕΔͨΊʹ͸ɺ ߪങମݧΛ௨ա͠ͳͯ͘͸͍͚ͳ͍ ঎඼ ϒϥϯυͷܗ੒

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ԿނͳΒɺ͓٬༷͸๩͍͠ ͔ͩΒɺ͓٬༷ͷ࣌ؒΛେࣄʹ͢Δ ͦΕ͕ʮ͓΋ͯͳ͠ʯͷجຊ

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͜͜·Ͱ͕ඒ͍͠ཧ೦ͷ͓࿩ɻ ͜Ε͔Β͕టष͍ݱ࣮ͷ͓࿩ɻ

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8FCͷ഑৴඼࣭Λอͭ Կނɺ࣌ؒ೔ܭଌ͠ଓ͚ͳ͍ͱ͍͚ͳ͍ͷ͔ʁ

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8FCαΠτ΍&$αΠτͰ දࣔ଎౓͕ॏཁͳͷ͸෼͔Γ·ͨ͠

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αΠτΛߴ଎Խ͠·͢ʂʢͦͯ͠ऴΘΓͰ͢ΑͶʁʣ

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͍͍͑ɺͣͬͱ΍Γଓ͚ΔͷͰ͢

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Ͳ͏ͯ͠΍Γଓ͚Δඞཁ͕͋Δͷ͔ʁ ָ͍͠ཧ༝ɿṶ͔Δ͔ΒͰ͢ɻ

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Ͳ͏ͯ͠΍Γଓ͚Δඞཁ͕͋Δͷ͔ʁ ਏ͍ཧ༝ɿ؅ཧ͠ͳ͍ͱݩʹ໭Δ͔ΒͰ͢ɻ

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ܭଌ͠ଓ͚ͳͯ͘͸͍͚ͳ͍ཧ༝ • Πϯλʔωοτͷதͷঢ়ଶ͸ɺ͋ͳͨʹ؅ཧͰ͖ ͳ͍͔ΒͰ͢ɻ • ࣄނ • ߈ܸ • ṧഭ • &$αΠτ͸ɺ༷ʑͳαʔυύʔςΟίϯςϯπΛ ؚΜͰ͍ͯɺͦͷձࣾΛ͋ͳͨ͸؅ཧͰ͖ͳ͍͔ ΒͰ͢ɻ • &$αΠτͷίϯςϯπ੍࡞΍αΠτӡӦΛɺ͋ͳ ͨ͸؅ཧͰ͖͍ͯΔͱݴ͑·͔͢ʁ

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Πϯλʔωοτͷதͷঢ়ଶ IUUQXXXEJHJUBMBUUBDLNBQDPN

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ࠓͷ೔ຊͷ&$αΠτͷߏ੒ ೥ ೔ຊͷ&ίϚʔεαΠτച্্Ґࣾ 8FCαΠτ඼࣭ௐࠪ ʙͷ֎෦αʔϏε ΛೖΕ͍ͯΔ

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αʔυύʔςΟίϯςϯπͷύϑΥʔϚϯε

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؅ཧ͖͠Εͳ͍ϧʔϧແࢹͷਓʑ • ʮϧʔϧ͸ഁΔͨΊʹ͋Δʯ • ࣾ಺ͷओٛɾओுͷରཱ • ༧ࢉͷओಋݖ • ,,%๏ʢצɾܦݧɾ౓ڳʣͰਐΉࣄۀ • ڠྗձࣾɺ֎஫ઌʹґଘ͍ͯ͠Δ • ෦໳ؒͷ੹೚ճආ • ৴ไऀ ʜ ʓʓΛ࢖͍ͬͯΕ͹େৎ෉

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ݟ͑ΔԽ ʹ ؔ܎ऀͰڞ௨ͷϞϊαγΛ࣋ͭ දࣔ଎౓͸&$αΠτͷجຊࢦඪ

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഑৴඼࣭͕ѱ͍&$αΠτ͸ɺ݀ͷۭ͍ͨόέπ ͓ۚΛ౤ͯ͡΋ɺ׆͖ͳ͍

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͔ͩΒੈքͷ&$αΠτ͸ දࣔ଎౓Λఆৗܭଌ͍ͯ͠Δ օ͞Μ͸ ΨϥύΰεԽͨ͠··Ͱྑ͍Ͱ͔͢ʁ

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l*OUIFGBDFPGDIBOHFXFIBWFUISFFPQUJPOT JHOPSFJU HSPXXJUIJU PSESJWFJUl ʕ$SFBUJWJUZ3JTJOH มԽʹ௚໘ͨ͠ͱ͖ɺࢲୡʹ͸ͭͷબ୒ࢶ͕͋Δɻ ແࢹ͢Δ มԽͱڞʹ੒௕͢Δ มԽΛՃ଎ͤ͞Δ

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"NB[POͷ$&0 δΣϑɾϕκεࢯ • ۀքೋҐͷഒʹͳΔ ʹ͸ɺ࣮͸͚ͩ༏ Ε͍ͯΕ͹͍͍ɻ • ϦʔμʔʹͳΔͷ͸ɺ ͜ΕͰ΋͔ͱ͍͏΄Ͳ ͷސ٬ମݧʹয఺Λ߹ Θͤͨͱ͜Ζʢձࣾʣ ͷ͸ͣͩɻ