摘要
中百商网2000年率先进入网上购物市场,经过十余年的发展虽取得一定成绩但与国内电子商务的高速发展还有很大距离。利用SERVQUAL模型对中百商网的可靠性、响应性、有形性、保证性和情感性五个维度进行了分析,进而提出了用户满意度提升促进中百商网业务发展的有效对策。
The commercial website of Zhongbai Group entered online shopping market in 2000. After more than 10 years＇ development, although it has achieved much, it still falls behind in domestic electronic commerce. The paper gives a brief introduction to SERVQUAL model and the commercial website of Zhongbai Group, and analyses problems from the aspects of reliability, responsiveness, tangibles, assurance and empathy. The strategy of improving customer satisfaction about its commercial website is introduced.
出处
《武汉工程职业技术学院学报》
2011年第4期41-43,52,共4页
Journal of Wuhan Engineering Institute
关键词
SERVQUAL模型
中百商网
电子商务
对策
SERVQUAL Model
Commercial Website of Zhongbai Group
Electronic Commerce
Strategy
