网络零售业服务质量三维度、顾客满意度和顾客忠诚度的关联关系研究被引量：1

On Connection of Service Quality Three-dimensionality,Customer Satisfaction and Loyalty of E-retail Business

下载PDF

导出

摘要定义过程质量、结果质量和服务保障为网络零售业服务质量的三个维度,并以网购顾客的满意度和忠诚度为评价依据,对网络零售业服务质量三维度进行了测量;以针对淘宝网商家服务情况的调查结果为依托,通过路径分析对过程质量、结果质量、服务保障、顾客满意度和顾客忠诚度之间相互影响的关联模型进行了实证研究。 This paper defines the process quality, result quality and service assurance as the three dimensionalities of e-retail business’s service quality, and measures the three dimensionalities based on customer satisfaction and loyalty. Also, citing the seller’s service investigation on Taobao shopping website, the paper empirically studies the correlation mode of process quality, result quality, service assurance, customer satisfaction and loyalty according to the path analysis.

作者黄丽丽

机构地区天津大学

出处《标准科学》 2013年第12期60-64,共5页 Standard Science

基金多变量自相关过程的控制与异常诊断方法研究(项目编号:70802043)

关键词网络零售业服务质量三维度顾客满意度顾客忠诚度路径分析 three-dimensionality of e-retailing service quality,customer satisfaction,customer loyalty,path analysis

分类号 F713.36 [经济管理—产业经济] F224 [经济管理—国民经济]

引文网络
相关文献

参考文献9

1Parasuraman A,Valarie A. Zeithamal,Arvind Malhotra. E-service quality:definition, dimension, and conceptual model[R].Marketing Science Institute,Cambridge,MA,2000.
2Parasuraman A,Valarie A,Zeithamal,Arvind Malhotra. E-S-QUAL:a multiple-item scale for assessing electronic service quality[J].{H}JOURNAL OF SERVICE RESEARCH,2005,(03):213.
3赵学锋,贾利军,张金隆.基于模糊综合评价的电子服务质量研究[J].统计与决策,2007,23(3):55-56. 被引量：7
4Jamie Carlson,Aron O'Cass. Developing a framework for understanding e-service quality,its antecedents,consequences,and mediators[J].Managing Service Qualiti,2011,(03):264.
5Jiang, P,Rosenbloom, B. Customer Intention to Return Online:Price Perception, Attriutr-level Performance, and Satisfaction Unfolding Over Time[J].{H}EUROPEAN JOURNAL OF MARKETING,2005,(1/2):150.
6Smith A. K,Bolton R. N. An Experimental Investigation of Customer Reactions to Service[M].
7金立印.服务保证对顾客满意预期及行为倾向的影响——风险感知与价值感知的媒介效应[J].管理世界,2007,23(8):104-115. 被引量：42
8菲利普.科特勒;凯文.莱恩.凯勒.营销管理[M]{H}上海:上海人民出版社,20079.
9李纯青,孙瑛,郭承运.e-服务质量决定因素与测量模型研究[J].运筹与管理,2004,13(3):132-136. 被引量：43

二级参考文献53

1田志龙,戴鑫,戴黎,樊帅.服务营销研究的热点与发展趋势[J].管理学报,2005,2(2):217-228. 被引量：26
2Parasuraman A, Valarie A, Zeithaml, Leonard Lerry. A Conceptual Model of S ervice Quality and Its Implications for Future Research[J]. Journal of Marketi ng, 1985,49(3):41-50.
3Rise Peter C. A Major Price-Perceived Quality Study Reexamined[J]. Jour nal of Marketing Research, 1980,17(5):259-262.
4Liu C, Arnett K P. Exploring the Factors Associated with Web Site Success in the Context of Electronic Commerce[J]. Information and Management, 2000,38( 10):23-34.
5Ji Hee Song. Features of Web Site Design, Perceptions of Web Site Quality and Patronage Behavior[A]. In: Binshan Lin. ACME 2003 Proceedings[C]. USA:Lo uisiana State University in Shreveport, 2003.106-113.
6Rowley Jennifer. Retailing and Shopping on the Internet[J]. Internationa l Journal of Retail & Distribution Management, 1996,24(3):26-37.
7Zeithaml, Parasuraman, Malhotra. A Conceptual Framework for Understanding e-Service Quality: Implications for Future Research and Managerial Practice [D]. USA: Cambridge, MA: Marketing Science Institute, 2001.
8Cronin J, Joseph, Steven A. Taylor. Measuring Service Quality: A Re examination and Extension[J]. Journal of Marketing, 1992,56(7):55-68.
9Cronin J, Joseph, Steven A. Taylor. SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Q uality[J]. Journal of Marketing, 1994,58(1):125-131.
10Van Dyke T P, Kappelman L A, Prybutok V R. Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire[J]. MIS Quarterly, 1997,21(6):195-208.