电子商务环境下电子服务质量维度及其与顾客满意度的关系分析-情报学专业论文.docxVIP

电子商务环境下电子服务质量维度及其与顾客满意度的关系研究 电子商务环境下电子服务质量维度及其与顾客满意度的关系研究 Abs Abstract IV IV V V some corresponding solutions. The first part is the study of electronic service quality literature review, mainly list and summarize the views of various experts and scholars , and simple introduction the situation of e-services research.The second part is a brief introduction of electronic service quality and customer satisfaction related concepts, and analysis related to the electronic service quality basic theory (Technology Adoption Modeltheory, theory of self-service technology and traditional service quality theory) and the satisfaction of the relevant basic theory.The third part the author give a six dimensions model of electronic service quality including ease of use, information quality, privacy / security, reliability, responsiveness and personalization .The author then modify the model and ultimately prove the reliability and validity of the model through surveys and SPSS data analysis.The fourth part Prove the relations between each dimension , the customer satisfaction and customer behavioral intentions.Part of the fifth section summarizes the findings of previous findings and conclusions drawn that ease of use, information quality, security / privacy, reliability, responsiveness and personalized electronic services in six dimensions have positive impactcustomer satisfaction, reliability of which the greatest positive impact on customer satisfaction, responsiveness minimal positive impact on customer satisfaction.Descending the six dimensions of customer satisfaction and reliability, respectively, privacy / security, ease of use, personalization, information quality and responsiveness.Six dimensions of information quality, privacy / security and reliability of electronic services in the three dimensions of positive affect customer behavior intentions.The remaining three dimensions of ease of use, responsive and personalized customer does not affect the behavior of positive