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Comparison of Two Online Drugstores Between China and America

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Submitted By luciane
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中美网上药店对比分析

【摘要】网上药店又称为电子药店,主要通过互联网向消费者提供药品和其他医药产品。网上药店以B2C的电子商务形势,通过其价格便宜、选择自由、私密方便、信息丰富等优势受到了消费者认可,并随着信息技术进步得到迅猛发展。我国的网上药店随着电子商务的发展而逐渐发展壮大,但由于起步较晚,在发展过程中存在着诸多问题。本文通过分析美国Drugstore.com网上药店和中国Jxdyf.com金象大药房,就目前两个网站的电子商务模式、主要产品和服务、经营方式、支付方法、盈利方式,营销等方面进行分析与对比,找到我国电子药业发展的不足。并结合国外网站的优势,提出有针对性的建议。 【Abstract】Online pharmacy store is also called electronic pharmacy store that provides customers drugs and related medical products through the Internet. The online pharmacy store has been developed dramatically because of it’s convenience, low price, freedom, and privacy by using the B2C e-commerce model. Although the online medical stores industry in China is growing significantly with the development of e-commerce, there are many problems are presented during the process. This paper is aims to find the method to develop Chinese e-medical industry by analyzing two different online medical stores Drugstore.com (USA) and Jxdyf.com (China). 【关键词】medical, e-commerce, business modal, B2C * 背景 数据表明,仅从2005到2010年,网购的消费量就增加了22倍。随着互联网的使用人群逐渐扩大,越来越多的企业涉足电子商务市场,而许多传统医药企业也纷纷探入这片领域,开设网上药店。因为药品从开发、生产到上市都是高度标准化的,所以它的质量、功能、适用范围等等都可以具体量化,所以它是非常适合网上交易。因此,医药电子商务成为了近年来的一个热点。2010年,中国电子商务市场交易额达***元,同比增长**。面对如此形势,中国的医药行业流通转型已是必然,传统落后的商业模式已经落后。而事实上,我国的B2C医药电子商务早在9年前开始起步发展,并在当时得到了政府的大力支持。然而此领域并未如预期的迅猛发展,加之频发的食品安全问题,使得政府对相关产业高度关注。并且药品的安全问题要更加关键,因此,药物流通监管部门明显加强了监管力度,甚至一度暂停了对B2C网上售药资质的审批。相反,美国B2C电子商务已经发展的非常成熟,占据医药流通市场过半份额。网上药店超过**家,形成**美元的市场规模。调查表明,美国超过50%的网民表示曾在网上查询、购买过医药保健品。因此,通过研究分析中美医药电子商务的发展历程和经历可以很好的为国内的企业引路,从而谋得更好、更高效的发展。有效的促进行业发展和国家医疗改革。 二、案例分析 (一)Drugstore.com 1.公司简介及其市场 1999,新成立的Drugstore.com宣布,与Rite Aid(著名连锁零售企业)成立合作伙伴关系。以76亿美元的价格向Rite Aid售出25.3%的股份,同时向Rite Aid的合作伙伴售出8%的股份。Drugstore.com希望通过Rite Aid在美国的多家连锁店的影响,加速其药品的物流速度。而Rite Aid将通过其3,800家连锁店的购物袋和收据,国家广播电台,和电视广告宣传Drugstore.com。此预计每月会有4万5千位客户会通过Rite Aid的连锁店订购药品,因为更多的人相信和了解Rite Aid公司胜过Drugstore.com。而Drugstore.com的客户在通过网站在线购买商品后,可取附近的Rite Aid取物。与此同时,Rite Aid促进Drugstore.com与3,800家连锁店关联,是其成为Rite Aid医疗福利管理PCS的首选。Drugstore.com是最早通过VIPPS认证的网上药店之一。VIPPS(the program of Verified Internet Pharmacy Practice Sites)是美国国家药房委员协会于1999年启动的非强制性药房网站验证程序。各网上药店必须通过多方标准才能获得VIPPS认证。客户可以通过VIPPS的标志判断网上药店的合法性。 2.电子商务模式 Drugstore.com采用B2C的电子商务模式,B2C是英文Business to Consumer的缩写,译为“商家对客户”,简称“商对客”。此类电子商务模式是由企业直接面对消费者销售产品和服务,以网络零售为主,借助互联网开展在线销售活动。B2C企业为消费者提供了一个新型的购物环境,节省了客户和企业双方的时间和空间,从而大大的提高交易效率。而Drugstore.com还将连锁经营应用到此模式当中,搭建网络药店的第三方平台,与连锁店合作。顾客可以通过网络药店购买商品,由连锁店营业员或第三方物流公司提供物流服务,将产品送达。Drugstore.com为消费者提供 3.主要产品和服务 作为美国最大的网上药品分销商之一,Drugstore.com引人注目的是其多元话的经营。它提供各种与人们健康相关的产品,从医药到健身器材、书籍和杂志。其中,大部分药品的价格比之市场价低20%-30%不等。为了更好的帮助客户自主选择药物,Drugstore.com提供关于药品的广泛信息,如用法、用量、储存方式和不良反映等等。除此之外,此网站还会定期象客户发送新产品、折扣、新治疗方案等信息,以及提供职业药师为客户进行线上免费咨询和电子处方治疗服务,以帮助客户节省时间和资金。 4.购买、支付方法及安全考虑 客户可以通过网络订购药品,首先,Drugstore.com要求客户登陆其网站,提供处并建立帐户。然后完成个人基本信息的填写,包括保险、健康状况和过敏史等。如果客户的保险处于牵入案情状态或者不被此网站接受,Drugstore.com会以邮件形式通知对方以便客户安全访问。任何购买都会以密码和安全连接的形势达成以确保安全,因此顾客的相关身份信息、交易内容、订单信息都会得到保证,并和他人区分开来。Drugstore.com网上药店接受美国流通的主要几种信用卡,借记卡和医疗保险卡付款。付款成功后,再由物流发货或消费者经附近的Rite Aid连锁店自取。在支付药品费用时,消费者可以选择自费或者保险公司代缴。 5.盈利方式 Drugstore.com的主要盈利时通过销售各类商品如处方、非处方药品、保健品、健身器械和健康杂志等与健康相关的商品,其次是通过广告费,网店为各个品牌及医药生产企业提供了多种广告宣传方案,包括首页广告、各种页面上的广告、药品/药店名称搜索竞价排名、病症询问首推广告。另外,消费者给网站或WAP网站、声讯台提供自己的患病症状,再由网站执业药师向其推荐符合其症状的药物。最后一项是会员费,Drugstore.com推出客户会员服务,为会员提供更多、更加个性化的服务。 6.营销战略 Drugstore.com积极采用新颖的方式展开网络营销。例如,它投资数百万美元与Amazon.com连接。两家网页在2000年4月签署了一项协议,亚马逊在其网站设立Drugstore.com的连接并发放其客户源到Drugstore.com,因此亚马逊的客户可以在其网站上连接到Drugstore.com的牙膏、口红等美容和健康产品。这次合作也是亚马逊第一次开放其“领土”给第三方。根据该协议,Drugstore.com的标签会和亚马逊书籍、音乐CD、玩具等产品标签并列,让客户可以直接购买产品,同时也可以直接通过Drugstore.com的域名访问网站。次年,Drugstore.com的CEO卡尔雷曼表示,与亚马逊的合作所产生的销售额达到公司总销售额的3%至5%,且未来会持续增长。广告方面,Drugstore.com在各大交互网站成立官方网页,定期发布与公司相关信息,如商品促销,品牌信息,以及健康咨询等,并积极与用户互动。另外,Drugstore.com在热点网页投放广告与连接,对网上药店进行宣传。 (二)Jxdyf.com 1.公司简介及市场 Jxdyf.com由北京金象制药有限公司于2007年成立,是一家提供各种药品和医药相关信息和服务的中国医药电子商务公司。它的重点项目有全面和及时的医学相关信息,基于web方便高效的购物工具,多功能、操作简单快捷的网络空间等。现在,Jxdyf.com每天提供超过10,000种医学相关商品,并拥有超过6000万注册用户和超过300家线下连锁药店。我国于2005年年底首次审批认证具有连锁药店经资质的网上药店,根据CNNIC《报告》显示,截至2010年,共有22家一夜获得交易资质,其中5至7家网站在运营中。年在线交易额达到1000万以上的只有两家,其年销售增长率约为300%。其中,京卫的药房网2007年销售1700万元,2008年上半年实现800万人民币的销售额,与之相比, 2010年销售额达到7亿元。由此可见,我国医药电子商务已显现出快速增长的势头。 2.电子商务模式 与Drugstore.com类似,Jxdyf.com作为中国最知名的B2C电子商务网站之一,依靠其在中国北京、天津、四川、山东、河北、山西等省,直辖市和自治区其300多家药店实体,为客户提供高品质且便捷的服务。北京金象制药有限公司,通过B2C电子商务模式与实体店铺所结合。网上药店支持其企业实体,销售商品和出版和医学相关的信息,使得其网上客户可以通过物流快递的方式得到所购买的商品,或者和线下客户一样经由实体店铺自主取货。另外,Jxdyf.com支持ASP+SQL和web2.0系统,向顾客提供专业的网络服务和公平公开、高互动性的线上交易体验。

3.主要产品和服务
作为中国最大的网上药店之一,Jxdyf.com提供各种与人们健康相关的产品,主要以药品,保健品,医疗器械,化妆品等两性用品为主。另外也提供关于药品如用法、用量、储存方式和不良反映等相关信息。除此之外,此网站与Drugstore.com一样配备执业药师供消费者在线咨询与医药相关的信息。Jxdyf.com推出了著名得即时通信和在线呼叫中心服务,将提供给消费这专业的医学意见以及和医药、信息、购物相关得回答,通过使用客户服务呼叫中心、MSN、E-mail、QQ、BBS和电话得方式处理,为顾客带来得很大得方便。此外,Jxdyf.com,作为提供在线医学相关信息,商品和服务得平台,不仅提供又保证得商品,而且还提供了基于先进IT技术得服务,如预定药物,在线咨询等等。

4.购买、支付方式及安全考虑 Jxdyf.com的客户需要登陆网站并注册,然后可以自由浏览选择所需的医学相关商品。看中所需要的商品后,用户可以通过网上电话确定商品信息并提交申请。确定商品后,进行订购并确认价格和交货模式。Jxdyf.com提供选择银行转帐支付,网上支付,虚拟账户,邮局汇款和当面交付现金等支付选择。为了保证订单的安全以及配送的准确,金象网的物流配送环节有主要分为六步。首先,后台的服务中心在与客户核定订单。完成审核后Jxdyf.com会将总体订单信息传到物流中心。第三步是物流中心根据所需商品内容从仓库中取药转至配送中心。第四步是由配送中心根据单个订单将商品分类。第五步是进行装盒及打包并填写粘贴快递单。最后由快递公司送至客户。 5.盈利方式
Jxdyf.com的B2C平台都还只是复制淘宝业务模式,靠低于传统药店的价格和丰富的品类吸引消费者。与Drugstore.com相同的是Jxdyf.com也是通过销售各类商品如处方药品、保健品、健身器械和健康杂志等与健康相关的商品而盈利的,其次也是通过收费广告,包括首页广告、各种页面上的广告、药品/药店名称搜索竞价排名、病症询问首推广告等。另外,收取会员费,推出有针对性,定制的客户会员服务也是Jxdyf.com的盈利来源之一。Jxdyf.com建立了呼叫服务中心,使顾客可以随时进行咨询,同时也对使用此系统服务的消费者收取相应的声讯服务费。但是与Drugstore.com不同的,Jxdyf.com没有销售处方药的资格,因此,这成为此网站的一个遗憾。

6.营销模式 Jxdyf.com运用B2C的营销模式,将电子商务和连锁店经营结合应用与药品的销售中,即是搭建了第三方拼台。的模式现在已与超过300家传统制药公司进行电子商务的合作,以扩大其知名度和建立更多的网页连接入口。并且出了这些传统制药企业合作外,Jxdyf.com也在全球范围内和谷歌、新浪、搜狐、卓越网、当当网和百度等领先的网站和公司。 四、对比分析 通过对两个网站的分析,可以得出:由于美国先进的市场体系以及政府的大力支持和行业的高发展水平,使美国的网上药店一直处于领先的地位,相反中国的网上药店发展水平低并且市场化的程度也不高。加之国家对于医药相关的电子商务没有完全开放发展,政府部门的监管和干预频繁,导致我国的医药线上活动无法呈现非常明显的大幅度的上涨趋势。而在市场推广的方面,美国的网上药店Drugstore.com是积极的进行线上和线下的推广活动,相反中国并不发达的网络医药市场缺乏推广。因此,很多消费者对网上药店不了解,或是根本不知道有网上药店的存在。大的打击了中国网上药店的发展。另外,Jxdyf.com的盈利模式还是不明晰,现存的几家医药B2C平台都还只是复制淘宝业务模式,靠低于传统药店的价格和丰富的品类吸引消费者,所以医药领域企业的B2C业务还没有真正做大。几大已经成熟的电商平台纷纷上线医药频道,目前其面临的问题正是如何在众多竞争者中脱颖而出并立于不败之地。 事实上,医药网站的用户一般目的性都较强,例如一个长期患有高血压的患者只会浏览和寻找与高血压相关的疗法和药品,而不会去关心其他药物区。这些用户的需求既明确又稳定,有非常突出的个性化消费需求。 (一)开设网上药店的实体企业类型
在美国,网上药店一般都是由大型医药连锁店发展而成。根据药店 设计、客户服务、药物咨询等内容进行评比并排名。另外,非药品零售企 业也纷纷开展网上药品零售业务,进行低价药品或特殊药品的销售。而我国现只允许药品连锁零售企业,即目前在我国开展网上药店的企 业只能是依法设立的药品连锁零售企业。如京卫大药房网上药店所属京 卫医药科技集团有限公司,上海药房网所属上海药房连锁有限公司等。

(二)网上药店的物流配送
美国可通过第三方物流配送美国的大型医药连锁店的企业信息化 水平较高,医药流通相当完善和先进。网上药店所销售的药品,除通过本 企业所拥有的完善的物流配送体系进行配送外,还可通过发达的第三方 快递网络,如联邦快递寄送药品。我国基本由实体门店配送,由于第三方物流特别是第三方医药物流 的发展还不完善,因此要求开展网上药店的企业要具有与之相适应的药 品配送系统。目前,我国网上药店的配送任务基本由实体门店承担。

(三)网上药店的经营范围
美国网上药店提供的产品从药品、健身器材到书籍、杂志应有尽有, 且大部分都与健康有关。除正常销售非处方药外,通过 VIPPS 认证的网 上药店能获得网上销售处方药的权利,并且提供的药品信息除了价格, 还包括药品的用途、用法、不良反应、警告、交叉反应、储存以及服用过量 或漏服时应采取的措施等,以及提供在线咨询、医疗保健信息、电子处方 处理等服务。在我国,由于目前国家关于“电子处方”还没有出台相应的规范和运 作模式,因此在网上药店禁止出售处方药。也就是说,在网上药店销售的 药品只能是连锁零售企业经营的非处方药。

五、建议及意见 通过分析比较,及因国际背景而带来的差异和基于这两个案例的分析,我借鉴了国外企业的发展优势,再将其优势本土化,从而解决在我国企业找到的问题,并同时避免犯国外企业发展中存在的问题
完善相关技术人员配备 从美国网上药店经营情况来看,高水平的执业药师队伍起到了至关重要的作用。与之相似,执业药师在美国的网上药店中,也起到了接受病人网上或电话咨询,监管网上药店等作用。在我国药剂师人才比较短缺的情况下,可借鉴建立药剂师的统一管理机制并在全国建立药剂师咨询专线,以提升药剂师资源利用率。
加强网上药店的多方监管,制定药害赔偿制度。在美国,网上药店所售的每种药品必须出示会员制健康医疗团体和保险公司的证明及担保证书等方可运营。我国可以借鉴此经验,颁发互联网药品交易资格证书,所售药品由某个社会上的团体如保险公司之类的机构进行质量检查并做出相关的证明。可在全国各省市的“医保”卡管 理中心建立一个统一的网上“医保”管理信息系统,通过该信息系统,消费者可对每笔消费进行查询;同时,医药企业对网上药店所售药品进行投保,由保险公司进行药害时的赔偿并监督,从而建立符合我国国情的药害救济或赔偿制度,尽量把对人民大众的危害降到最低。
建立网上药店监察制度 我们可借鉴美国的管理模式,在网上药店的网页中增加相关内容,对该认证的药店获得认证时间、合法性、经营范围等进行具体的介绍。同时在其网站上建立专门栏目,向消费者介绍分辨合法和非法网上药店的方法。
参考文献
* [1] http://www.Jxdyf.com/ * [2] Scott Woznicki, Hope Elizabeth Huckaby, and Hau-Yang 
Kuo. Case Study: Eguo.com, INSY 5375, June 23, 2003. * [3] Xiaohong Wang, Liwei Li, Ling Tian. Business to Consumer E-commerce Enterprises Analysis: a Case Study 
of zgpgc.com, ICCTD 2009, Nov, 2009, pp.194-197. * [4] Xiaohong Wang, Liwei Li, Ling Tian. Business to Consumer E-commerce Enterprises Analysis: a Case Study of Eguo.com, 2008 International Seminar on Future 
Information Technology and Management Engineering, Nov, 
20, 2008, pp.98-101. * [5] Fenhe Zhi, Ling Tian, Daozhi Chen, Jinghai Ao. Witkey 
Model E-commerce Enterprises Analysis: a Case Study of K68.cn, International Conference on E-Business and Information System Security (EBISS 2009), June, 2009. * [6] Ivan Di Pietro, Francesco Pagliarecci, Luca Spalazzi, ect. Semantic Web Service Selection at the Process-level: the eBay Amazon PayPal Case Study, 2008 IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology. * [7] Annapaola Marconi, Marco Pistore, Piero Poccianti, Paolo Traverso. Automated Web Service Composition at Work: the Amazon MPS Case Study. 2007 IEEE International Conference on Web Services (ICWS 2007). * [8] Ling Tian, Xiaohong Wang, Liwei Li. Exhibition E-commerce Enterprises Analysis : A Case Study of Expo-china.com. 2009 IEEE International Conference on Web Services (IITAW2009).
[9] CHEN Yu-wen. The Pharmaceutical Electronic Commerce[M]. Chinese pharmaceutical science and technology publishing company, 2007:106.
[10] LIU Li-na,QIU Jia-xue. Pharmaceutical trading online market will become the fourth terminal(come) [J]. China pharmaceutical industry, 2007, 16(2):1.
[11] Drugstore, America's biggest online pharmacies [EB/OL]. http://www. verynetwin.com/post/drugstore.html
[12] MENG Ling-quan, ZHOU Ying,WANG Shu-ling. Sino-american comparative study of online pharmacies [J]. China pharmacy. 2007,18(25):1999-2000.

[13] ZHOU Ying. The study of our online pharmacies development's present situation and the countermeasures[D]. Shenyang pharmaceutical university. 2006:28.

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[16] The cooperation of Amazon.com and online pharmacies drugstore.com [EB/OL].http://media.ccidnet.com/media/ciw/916/00902.htm
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[18] Renmin. Online pharmacies: Sales have new recruits [EB\OL].http://www.newsoo.cn/epaper/china21cp/2007/02/05/534610.htm
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