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
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）