全面质量管理的电子服务质量评价体系  

A Study on the Evaluation of E-Service Quality Based on Total Quality Management

作　　者：李辉[1] 张爽[1] 

机构地区：[1]西北工业大学经济研究中心,陕西西安710072

出　　处：《西安交通大学学报（社会科学版）》2008年第2期33-37,共5页Journal of Xi'an Jiaotong University：Social Sciences

基　　金：航空科学基金(2006ZG53074)

摘　　要：基于全面质量管理的思想,结合电子服务质量的内涵及特殊性,构建了电子服务质量评价的层次结构,运用因子分析和验证性因子分析修正、发展并检验了指标体系,同时运用模糊综合评价法对某电子服务提供商的服务质量进行了估测。As the prosperous development of the electronic commerce, how to effectively evaluate E -Service quality is becoming an important problem to be solved. Based on the theories of total quality management, and conceding the connotation and particularity of e - service quality, this paper builds a hierarchy evaluation index of e - service quality. Then the factor analysis and confirmatory factor analysis （CFA） are applied to analyze, modify and testify and improve the index system. Finally, the validity of the model is tested in an application case by using the fuzzy synthesis evaluation.

关 键 词：全面质量管理 电子服务质量 SERVQUAL 模糊综合评价 

分 类 号：F407.6[经济管理—产业经济]