Earticle

초록

영어

Electronic commerce is an important industry in modern service industry; it has changed the way of production and consumption patterns. In this paper, we have constructed the evaluation system of e-commerce service quality. In the empirical section, we identified five indicators in the evaluation system as tangibles, reliability, responsiveness, assurance and empathy. At the same time, using the analytic hierarchy process to quantify the evaluation index system of service quality, and then analyze the weight of each index. The result shows that evaluation system will effectively promote the enterprise to control the customer's perception and needs, so as to continuously improve the service quality and competitiveness of enterprises.

목차

Abstract
 1. Introduction
 2. Literature Review
  2.1. Electronic Commerce Marketing
  2.2. Customer Participation
  2.3. E-Commerce Service Quality
 3. Research Object and Method
  3.1. Quality Evaluation of the Whole Process of E-Commerce
  3.2. Evaluation System Index
 4. Empirical Analysis
  4.1. Reliability and Validity Test
  4.2. Service Quality Evaluation System
  4.3. Service Quality Evaluation Index Weighty
 5. Conclusion
 Acknowledgements
 References

키워드

저자

• Xiong Hu [ Tangshan College, Tangshan 063000, Hebei, China ] Corresponding author

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  International Journal of Smart Home

• 간기

  격월간

• pISSN

  1975-4094

• 수록기간

  2008~2016

• 십진분류

  KDC 505 DDC 605