会议专题

Research on the Relationship of Online Enterprise Service Quality and Customer Satisfaction

Based on the achievement of foreign researchers and considering domestic situation of online-shopping, this study establishes a reasonable form of online enterprise service quality. Meanwhile, it discusses the relationship among service quality, the factors of service quality and customer satisfaction. Through empirical analysis, for the online enterprises which run the business of standard products, the structure of online enterprises service quality includes five dimensions which are reliability, efficiency, communication, security and incentive attributes. For online enterprises which run the business of personalized products, the form includes four dimensions except for incentive attributes. Service quality has obvious correlation with customer satisfaction and the dimensions have positive impact on customer satisfaction.

online enterprise service quality customer satisfaction

LIU Jun LIU Yiyi YAN Lixin

School of Management, Dalian Jiaotong University, P.R.China, 116028

国际会议

The 3rd International Institute of Statistics & Management Engineering Symposium(2010 国际统计与管理工程研讨会 IISMES)

威海

英文

331-336

2010-07-24(万方平台首次上网日期,不代表论文的发表时间)