资源描述：
《网站服务质量对顾客满意度影响实证的研究》由会员上传分享，免费在线阅读，更多相关内容在教育资源-天天文库。
1、AbstractSincetherapiddevelopmentofinterneteconomy,onlineshoppinghasplayedmoreandmoreimportantroleinourlife.Inkeencompetitionenvironment,servicequalityandcustomerssatisfactionhavebecomethekeyfactorsforwebbusinessmentosuccessfullydevelopE-commerce.Facedwit
2、hmoreandmoreindividualizedservicedemandfromInternet-users,inordertomaintaingoodcustomerrelationshiptopursuitsustainablecompetitiveadvantages,websitesmustprovideservicequalitythatismoreappropriateforuserstoincreasecustomersatisfaction.Usingonlineservicequ
3、alityastheobjectofstudy,thispaperdealswithhowtheonlineservicequalityaffectcustomersatisfaction.OnthebasisofprocessqualityandoutcomequalitywhichwasproposedbyCollierandBienstock,andfocusesonthelevelofseveralserviceelementswhichaffectthecustomersatisfaction
4、.Processqualityincludesconveniencenature,confidentialnature,designnature,accurateinformationandfunctionalnature.ThesenaturescombinedwithresponsivenatureandconsiderationnatureproposedbyParasuraman,thereforeanewprocessqualitydimensioniscreatedandputsforwar
5、dinterrelatedhypotheses.Inordertotesttheoryhypotheses,thispapercombinesonlinequestionnaireandpaperquestionnairetocollectdataandthencarriesoutstatisticalanalysis.Themainresearchapproachesusedtocarryoutquantitativeanalysisarestatisticaldescription,reliabil
6、itytest,componentsanalysisandmultipleregressionanalysis.Thefindingsofthepaperareasfollows:Thispaperconcludesanewwebsiteprocessqualityscalingdimensions:websitedesign,confidentialnature,accurateinformation,functionalnature,responsivenatureandconsiderationn
7、ature;outcomequalityincludesphysicaldistributionandqualitycommitment.Thereby,thestudybringsaboutanewonlineservicequalityweightingdimensions.Thispaperconcludesthattheinfluencinglevel’sorderingofthedesignedfactorswhichinfluencethecustomersatisfaction,andin
8、sequenceofimportancearequalitycommitment,confidentialnature,serviceresponse,consideration,physicaldistributionandfunctionalnature.Therefore,webbusinessmenstrengthenservicequalitytoincreasecustomersatisfactionaccordin
