基于顾客视角的e-服务质量评价模型研究——以民航业为例

Research on the Scale Based on Customer Perspective for Assessing e-Service Quality——A Case Study of the Civil Aviation Industry

以民航业为分析背景,基于电子服务特点的系统分析,从顾客视角修正、补充经典服务评价模型的维度及题项。通过问卷实证分析,验证了新增维度的效度和信度,并构建航空公司电子服务质量评价模型,为服务企业改进电子服务质量的提供理论依据。

Based on the customer perspective and civil aviation,this paper systematically analyzes the characteristics of e-service,updates and improves the dimensions and items of the classic service evaluation model,verifies the validity of the new dimension and the reliability,and establishes a new model to evaluate civil aviation e-service quality through empirical analysis.In the light of the analysis conclusion,the paper puts forward the strategies and advices to the service enterprises for improving the electronic service quality.