电子商务环境下顾客满意度和忠诚度的研究

Study on Customer Satisfaction and Loyalty under E-commerce Environment

随着电子商务的不断发展,电子服务的质量和顾客的满意度、忠诚度的关系研究越来越引起学者们的注意。在确定电子服务质量主要维度的基础上,通过数据调查确定了电子服务质量维度与顾客忠诚度和满意度之间的关系。

Along with the continuous development of e-commerce,the study on the relationship between e-service quality and customer satisfaction and loyalty has drawn increasing attention of scholars. This paper determines the main dimensions of e-service quality,and determines the relationship between the dimensions of e-service and customer loyalty and satisfaction through the data investigations.