Factor Analyses on Consumer Satisfaction of online shopping

摘要：

In recent years, online shopping has a good development in China meanwhile more and more customers accept the online-shopping. Some researchers indicate that the significance of customer satisfaction of online shopping service is more important than traditional enterprise. Specifically, this paper explored which kind of factors would infect the customer satisfaction by the factor analysis of B2C website of books, audio & video. Based of former research results of customer satisfaction, the researchers propose 23 elements to evaluate customer satisfaction of online shopping service. Then a questionnaire survey was conducted, and 114 samples were gained. By factor analysis of SPSS, the findings indicate that the 23-element can be refined to 7 factors for the high relativity.

关键词： B2C Electronic Commerce consumer satisfaction online shopping factor analysis

作者: Yu Junying Yu Bingqing

作者单位: Glorious sum school of management &business Donghua University Shanghai, P.R.China

会议类型: 国际会议

会议名称: 2007 Conference on Systems Science, Management Science and System Dynamics(第二届系统科学、管理科学与系统动力学国际会议)

会议地点: 上海

会议语种:英文

页码: 2715-2720

在线出版日期: 2007-10-19（万方平台首次上网日期，不代表论文的发表时间）