基于ACSI模型的网络购物满意度影响因素实证研究  

An Empirical Study of Influential Elements of E-satisfaction Based on ACSI Model

作　　者：仲伟伫[1] 席菱聆 武瑞娟[1] 

机构地区：[1]天津理工大学管理学院,天津300384

出　　处：《软科学》2014年第2期100-105,共6页Soft Science

基　　金：教育部人文社会科学基金项目(12YJC630239)

摘　　要：基于美国顾客满意指数(ACSI)模型,展开有关影响顾客网络购物满意度的行为因素研究,其框架包括有关网络购物满意度的五种影响路径行为关系。研究结果表明相对于传统实体店购物行为,顾客网络购物期望→网络购物感知质量→网络购物满意度→网络顾客忠诚度路径存在显著性正向影响关系;顾客网络购物感知质量对网络购物感知价值正向影响关系一般;顾客网络购物感知价值对网络购物满意度的影响不明显。This paper presents the study result to the affecting factors customer of satisfaction online shopping based on the model of American Customer Satisfaction Index（ACSI）. Compared with the traditional shopping behavior in stores and su- permarkets, the research results show that the affecting path of customer online shopping shows positive statistically signifi- cant. This includes shopping expectations to perception quality, to shopping satisfaction and to customer loyalty. Customer perceived quality of online shopping has a general positively influence to perceived value, and to customer satisfaction. Oth- er influence factors Online shopping are not obvious.

关 键 词：网络购物 满意度 ACSI模型 实证研究 

分 类 号：F713.36[经济管理—产业经济] F724.6