C2C电子商务平台服务质量满意度评价研究

Evaluation of Service Quality Satisfaction in C2C E-commerce Platforms

如今,电子商务不断蓬勃发展,越来越多的电商企业开始重视服务质量,并认识到消费者对平台服务质量的满意度是企业稳定发展的关键因素之一。本文通过建立C2C电子商务平台服务质量满意度评价体系,在阅读相关参考文献的基础上,针对评价体系中的评价指标设计问卷调查并收集数据,使用SPSS软件对问卷数据进行分析整理,验证模型的信度和效度,以判断可靠性和有效性,运用因子分析法确定指标权重,并依据指标权重对电商及平台提出建议,以供参考。

Currently,as e-commerce continues to evolve,an increasing number of e-commerce enterprises are placing greater emphasis on service quality.They recognize that consumer satisfaction with the quality of platform services is one of the key factors for the stable development of enterprises.This paper establishes a service quality satisfaction evaluation system for C2C e-commerce platforms.Based on a review of relevant literature,we designed questionnaires targeting the evaluation indicators and collected data accordingly.The questionnaire data were analyzed using SPSS software to verify the model's reliability and validity.Factor analysis was employed to determine the weights of the indicators.Finally,based on these weights,we provide recommendations for e-commerce companies and platforms.