Research based on the Web Shopping Service Quality and Customer Satisfaction and Loyalty

被引：0
|
作者：
Sun, Ying [1 ]
Su, Xuan [1 ]
Jiao, Aiying [1 ]
机构：
[1] Tianjin Inst Urban Construct, Sch Econ & Management, Tianjin 300074, Peoples R China
来源：
2013 INTERNATIONAL CONFERENCE ON ECONOMIC, BUSINESS MANAGEMENT AND EDUCATION INNOVATION (EBMEI 2013), VOL 17 | 2013年 / 17卷
关键词：
Online shopping; Five dimensions of service quality; Satisfaction;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
The online shopping has changed people's traditional mode of shopping. With more and more customers participate in online shopping, and the online shopping service providers need to improve the quality of service to attract customers to improve customer satisfaction. Based on SERVQUAL model, this paper explores the association between various dimensions of service quality of the web-based shopping and customer satisfaction and service loyalty, and gives an analysis of the five dimensions of quality of service in the context of online shopping, the relationship between service quality and customer satisfaction and loyalty, and thus providing the reference for online shopping service.
引用
收藏
页码：212 / 218
页数：7
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