以顾客为导向的电子商务网站服务质量模型研究

Research on Service Quality Model of E-commerce Websites for Customer-oriented

电子商务网站是以互联网为依托的支持商务活动的"电子"技术服务平台。电子商务网站多方面的质量特性给网站的服务质量管理带来了困难。针对现有质量模型的不足,笔者运用全面质量管理TQM观点和顾客感知服务质量理论,构建了以顾客为导向的电子商务网站服务质量模型。该模型为电子商务网站服务质量的管理提供了基本思路和方法,同时也丰富了服务质量模型理论体系。

E-commerce websites are the ＇electronic＇ technology service platforms for commerce activities based on the Internet.The multi-faceted quality characteristics of e-commerce websites create great difficulties for the management of their service quality.Considering existing inadequate quality models,the writer constructed a consumer-oriented e-commerce websites service quality model based on the theory of Total Quality Management（TQM） and theories concerning customer-perceived service quality.This new model provided the basic ideas and methods for the service quality management of e-commerce websites,and enriched the theoretical system of service quality model.