互联网环境下服务质量决定因素的实证研究  

Analyzing on the dimensions of service quality in internet settings

作　　者：李纯青[1] 郭承运[2] 孙瑛[2] 

机构地区：[1]西安交通大学管理学院,陕西西安710049 [2]西安工业学院经济管理学院,陕西西安710032

出　　处：《科学学研究》2003年第z1期238-242,共5页Studies in Science of Science

基　　金：陕西省自然科学基金(02G11);陕西省教育厅专项基金(02JK009;03JK167)

摘　　要：为促进我国互联网商务的发展,本文根据传统环境下的SERVQUAL模型、技术采用模型和自服务技术理论,识别出了e 服务质量的决定因素,并提出研究模型及相应的假设。选择中国B—C网上经营环境为背景,以网络调研的方式收集了138份客户的样本数据,利用SPSS11 0软件对该研究模型进行了检验。检验结果表明:信任、易用性、反应性和可靠性是e 服务质量的决定因素。其中,信任的影响作用最大,其次是易用性、反应性,可靠性的影响较小。According to the SERVQUAL model used in traditional setting, technology adoption model (TAM) and self-service technology (SST), determinants of e-service quality are identified, and a research model is developed, then the hypotheses are put forward in order to promote the development of Internet commerce. Based on Chinese B—C Internet companies, a sample of 138 actual customers is collected through web survey. Then, the research model is tested by the software of SPSS 11.0. The results show that trust, ease of use, responsiveness and reliability are determinants of e-service quality, and among them trust has the most important affection on e-service quality. And ease of use and responsiveness are very important, too. While reliability is less important than other three dimensions.

关 键 词：E-服务质量 决定因素 实证研究 问卷调查 

分 类 号：F406.3[经济管理—产业经济]