网络购物环境下的电子服务质量探究

E-service Quality in Online Shopping

近年,随着网络购物迅猛的发展,网络企业的服务质量好坏对于企业竞争优势的获取意义重大。通过对电子服务质量文献进行综合分析和研究,将电子服务质量划分为服务环境质量、服务过程质量和服务结果质量三个维度,并开发了相应的电子服务质量量表,为今后的电子服务质量的研究和网络企业服务质量的提高提供了理论依据。但探究验证表明,从具体行业着手,利用国外现有的模型进行评估,大多较少从理论本源上研究服务质量构成要素,大大限制了我国的服务质量研究水平。

In recent years,with the rapid development of online shopping,the service quality of network enterprises will influence their competitiveness greatly.Through comprehensive analysis and study on literature of electronic service quality,this paper divides electronic service quality into quality of service environment,service process,and service result,develops relevant scales of electronic service quality,and provides theoretical evidence for future study on electronic service quality and improvement on service quality of network enterprise.This test shows that,applying foreign model available to concrete industry,while not studying the component of service quality in essence of theory will greatly limit the study on China＇s service quality.