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

被引：0
|
作者：
Liu Jun [1 ]
Liu Yiyi [1 ]
Yan Lixin [1 ]
机构：
[1] Dalian Jiaotong Univ, Sch Management, Dalian 116028, Peoples R China
来源：
STATISTIC APPLICATION IN SCIENTIFIC AND SOCIAL REFORMATION | 2010年
关键词：
Online enterprise; Service quality; Customer satisfaction;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
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.
引用
收藏
页码：331 / 336
页数：6
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