网上购物消费者满意度模型研究

Research on the Model of Customers' Satisfaction of Online Shopping and its Accomplishment

在电子商务迅速发展的今天,消费者网上购物满意度越来越受到重视。本文以Szymznski & Hise(2000)提出的影响消费者网上购物满意度模型[1]为基础,深入分析了影响网上消费者满意度的因素,如网上购物的便捷性,产品因素、网上设计、网上安全、沟通、价格因素、物流、法律和信用等因素,并将其融合到消费者满意度模型中,实现了消费者满意度模型的改进扩展,建立了评价网络环境下消费者满意度的综合评判数学模型,通过一个小型系统将其实现,为网络环境下消费者满意度评判提供了一种有效的方法。

With the rapid development of current E-commerce,the satisfaction degree of on-line shopping appears to be spotlight.According to the consumers' satisfaction degree on the basis of the model,proposed by Szymznski & Hise(2,000),the factors which influences the customers' satisfaction degree,such as convenience,product,design,safety,communication,price,Logistics,Legal and credit,etc.are analyzed.The paper also combines those factors with the model of customer satisfaction,and has realized the model expansion of the consumers' satisfaction degree as well,and has established the synthetic judgment model of consumer satisfaction degree,and has provided one valid method for the judgment under the appraisal network conditions through a micro-system.