电子商务服务质量评价分析研发.docVIP

毕 业 设 计（论 文） 电子商务服务质量评价研究 专业年级 电子商务 学 号 0808210525 姓 名 沈 超 指导教师 陈艳萍 评 阅 人 施国良 2012 年 6 月 中国 南京  摘要 随着因特网技术的发展，在如今越来越开放的网络环境下，电子商务成为一种新型的具有极大发展潜力的商业运营模式，尤其近几年来，电子商务在我国发展迅速。但是与此同时一些问题也相继出现，尤其是服务质量问题更显突出，它已成为阻碍电子商务进一步发展的重要问题。 本文选取C2C商务模型进行分析，通过对国内外学者的研究结果进行仔细分析和详尽地比较，结合作者自己的看法，得出了影响电子商务平台服务质量的各项指标，并通过对这些指标的分类与深入分析，运用层次分析法建立模型，使研究过程数学化，定量地对其研究。该模型不仅能使电子商务平台服务质量的评价结果定量地表现出来，还能使得买方能够认真地考虑和衡量指标的相对重要性。As the Internet technology development, more and more open in the network environment, the e-commerce became a new type of great potential of development business operation mode, especially in recent years, the electronic commerce in our country is developing rapidly. But at the same time, some problems arise, particularly in service quality problem more show is outstanding, it has become a block for the further development of the electronic commerce important issues. This article selects the C2C business model analysis, through the domestic and international scholars results of careful analysis and comparison in detail, combined with the authors own opinion, it is concluded that the impact of e-commerce platform service quality index, and through analyzing the index of the classification and the thorough analysis, using ahp model building, make the research process mathematical and quantitatively its research. The model is simple and clear, can not only make the electronic commercial platform service quality evaluation results of quantitative expression comes out, still can make the buyer can seriously considering and measure of the relative importance of each index. This article chooses as the research object, the empirical analysis, through the way of questionnaire survey, it is concluded that the evaluation of the quality of service of taobao quantitative results, simple and clear, persuasive. Through an empirical results show that the s