摘要
基于PZB理论建立了一个6维度的BBS服务质量测评模型,并对此模型进行了实证检验,之后依据该模型对我国BBS当前服务质量与顾客满意度进行了实际测评。结果表明互动性是对BBS用户满意度影响最大的服务质量因素,而移情性对顾客满意度并无影响;互动性的提升是提高我国当前BBS服务质量的首要任务。
A six-dimension model is developed and validated for assessing BB5 service quality. According to this model,the current situation of BBS service and the degree of customer satisfaction in China have been evaluated. Results indicate the interactive nature of BBS shows the greatest impact on customer satisfaction,and empathy does not affect customer satisfaction. Therefore,promotion of interaction is the first task to improve BBS service quality.
出处
《世界标准化与质量管理》
2007年第2期24-28,共5页
World Standardization & Quality Management
关键词
虚拟社区
BBS
服务质量
满意度
virtual community, BBS, service quality, satisfaction
