以顾客为导向的电子商务网站服务质量模型研究  

Research on Service Quality Model of E-commerce Websites for Customer-oriented

作　　者：倪庆萍[1] 

机构地区：[1]上海应用技术学院经济与管理学院,上海200235

出　　处：《上海应用技术学院学报（自然科学版）》2011年第1期60-63,76,共5页Journal of Shanghai Institute of Technology: Natural Science

摘　　要：电子商务网站是以互联网为依托的支持商务活动的"电子"技术服务平台。电子商务网站多方面的质量特性给网站的服务质量管理带来了困难。针对现有质量模型的不足,笔者运用全面质量管理TQM观点和顾客感知服务质量理论,构建了以顾客为导向的电子商务网站服务质量模型。该模型为电子商务网站服务质量的管理提供了基本思路和方法,同时也丰富了服务质量模型理论体系。E-commerce websites are the ＇electronic＇ technology service platforms for commerce activities based on the Internet.The multi-faceted quality characteristics of e-commerce websites create great difficulties for the management of their service quality.Considering existing inadequate quality models,the writer constructed a consumer-oriented e-commerce websites service quality model based on the theory of Total Quality Management（TQM） and theories concerning customer-perceived service quality.This new model provided the basic ideas and methods for the service quality management of e-commerce websites,and enriched the theoretical system of service quality model.

关 键 词：质量特性 TQM 电子商务网站 服务质量模型 

分 类 号：F724.6[经济管理—产业经济]