网络企业服务质量的测量及其影响的实证研究  

Empirical Research of Measurement and Impact of E-service Quality

作　　者：申文果[1] 张秀娟[1] 谢礼珊[1] 

机构地区：[1]中山大学管理学院,广州510275

出　　处：《管理科学》2007年第1期38-45,共8页Journal of Management Science

基　　金：国家自然科学基金(70572055);教育部人文社会科学研究"十五"规划博士点基金(01JB630019)

摘　　要：学术界对电子服务质量理论的研究仍处于起步阶段,对网络企业是否可采用传统的服务质量属性模型计量顾客感知的电子服务质量还未达成共识。在文献研究的基础上,对旅行社网站的服务质量属性进行实证研究,并探讨网络企业服务质量对顾客感知的信任感、满意感和意向性忠诚感的影响。数据分析结果表明,传统服务质量属性模型SERVQUAL对网络企业也是适用的,不同服务质量属性对网络企业顾客感知的信任感、满意感和意向性忠诚感有不同的影响。At present, academic research on e-service quality is still at its infant stage. Both academic researchers and business practitioners are still debating whether the dimensions and measurements of traditional service quality are applicable to e-service quality. On the basis of literature review, the paper had done a study of the service quality attributes of online travel agencies, and investigates the impact of customer perceived service quality on customer trust, satisfaction, and conative loyalty. The results of data analysis indicate that the traditional service quality dimensions are also applicable on the web, and the different service dimensions have different effects on customer trust, satisfaction and conative loyalty on the web.

关 键 词：服务质量 顾客信任感 顾客满意感 顾客意向性忠诚感 

分 类 号：F713.36[经济管理—产业经济]