The Researches on Customer Satisfaction Factors of Chinese Internet Shopping Mall:Focused on Chinese Students

摘要：

The Internet shopping mall as a type of electronic commerce has proliferated rapidly since the middle of 1990s in China. Customer satisfaction is more challenging in the Internet commerce than ever before. Thus, it is a key challenge for the manager to understand customer requirements and enhance their satisfaction. This research proposed a theoretical model of customer satisfaction factors of online shopping. Specifically, the constructs of shopping site system, products, information, customer service, and delivery were examined to determine their influence on satisfaction. The results of this research can help marketing managers provide guidelines and strategies to develop customer satisfaction and maintain customer loyalty.

关键词： Customer Satisfaction Internet Shopping Mall

作者: Deng Hua Cui Ranhong Kim Chang-eun

作者单位: School of Management, Tianjin Polytechnic University, Tianjin P.R.China, 300384 Department of Industrial Engineering, Myongji University, Gyeonggido, Korea, 449728

会议类型: 国际会议

会议名称: 第十四届工业工程与工程管理国际会议(The Proceedings of The 14th International Conference on Industrial Engineering and Engineering Management IE&EM2007)

会议地点: 天津

会议语种:英文

在线出版日期: 2007-10-20（万方平台首次上网日期，不代表论文的发表时间）