B2C电子商务服务质量评价影响因素的研究.pdf

ABSTRACT ABSTRACT st In 21 century, the net-economy represented by E-commerce is changing people’s life, work and study style. As a new commercial platform, E-commerce is making traditional commercial form have revolutionary change. At the same time, service quality problem appears. Thus, management on service quality of E-commerce is being emphasized more and more by enterprises and academic circle. How to evaluate service quality of E-commence is a subject for enterprise and academic circle. Based on extensive related reseach at domestic and abraod, and takes B2C E-commerce as its object, this thesis has concluded that there are 7 dimensions of service quality evaluation of E-commerce. They are Safety of transaction, Reliability, Tangibility, Responsiveness, Service complexity, Empathy, Remedy and specific evaluation index of each element. At the same time, this thesis has made questionnaires about service quality of B2C E-commerce based on 7-grade Likert scale. Besides, this thesis has made questionnaires for a domestic well-known E-commerce website. Analysis on credibility, validity, relativity, regression and main ingredient has been made on 185 effective questionnaires by SPSS 17.0 statistic software. They have examined the effect of seven dimensions, relation between evaluation index and service quality felt by customers. This thesis has made service quality evaluation model of B2C E-commerce. This model is different from traditional ones. It represents general characteristics and combined uniqueness of B2C e-commerce. It will be used as a source of reference in future.