h集团钢铁电子商务交易平台服务质量评价分析-evaluation and analysis of service quality of steel e-commerce trading platform of h group.docx

中文摘要电子商务对于至国家经济的带动作用是毋庸置疑的，并且已经在各个层面影响到传 统行业的发展。目前，新兴的电子商务已经对钢铁贸易产生了重要影响，伴随着电子商 务的蓬勃发展，钢铁行业也面临着交易方式的转型。因此，在此背景下，钢铁企业应该 抓住顾客需求，搭建钢铁电子商务交易平台，并且构建钢铁电子商务交易服务质量评价 体系，提升平台服务质量，增强用户的信心，不断拉升用户满意度，以不断完善钢铁电 子商务交易平台。本文围绕钢铁电子商务交易平台，以构建用户感知角度的电商平台服务质量测评模 型为核心目标开展研究。在此基础上，本研究引入服务质量水平指数测评模型定量分析 方法，对 H 集团钢铁电子商务平台的发展现状进行了介绍，以用户感知角度为研究视 角，归纳了 H 集团钢铁电商交易平台服务质量的影响因素，提出了符合 H 集团电商平台 特点的三级指标体系。为了保证体系的科学性，本研究采用问卷调查的形式对该集团用 户进行了调研访谈，收集数据，并根据一定的规则进行了信度、效度分析，确保了指标 体系的合理性，最后，综合运用层次分析法和模糊综合评价法计算服务质量水平指数。 为了有针对性地对影响平台用户满意度的关键因素进行有效遴选，本文采用主成分分析 法和四分图模型相结合鉴定了影响用户满意的关键驱动因素。本研究利用主成分分析法和四分图模型识别和鉴定影响用户对服务质量满意的关键 驱动因素，这一做法在钢铁电子商务平台服务质量研究中尚不多见，本研究通过实证验 证了这些方法的可靠性和实用性，希望对钢铁电子商务交易平台服务质量的后续研究会 起到抛砖引玉的作用。关键词：钢铁电子商务交易平台；服务质量；模糊综合评价；关键因素驱动IAbstractThere is no doubt that e-commerce is playing an essential role in the development of economy and has already made important influence to the traditional industries at all methods. Presently, the emerging of e-commerce has already created great impact on the steel trade from all aspects. As the vigorous development of e-commerce, the steel industry is also facing the issue of transformation of the transaction tools. Therefore, in this context, steel enterprises should grasp the opportunity that costumer needs and develop steel e-commerce trading platform, build the service quality evaluation system that fits steel e-commerce trading to enhance the service quality and customer confidence, and by which to complete the trading platform of steel commerce.This paper focused on the steel e-commerce trading platform, and take the construction of the steel e-commerce trading platform that based on the user perception as the core target to develop the research, on the basis of which, this paper introduced the development status of H Group steel e-commerce trading platform and summarized the driving factors of service quality, after which lead into the service level index evaluation model, which is a quantitative analysis method, put forward three levels of indicators th