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研究发现,可以将B2C电子服务质量分为有形性、可靠性、可信性、互动性和移情性等5个维度。文章采用调查法利用结构方程模型探讨各个维度对消费者满意、信任和忠诚之间的影响。B2C电子服务质量对消费者满意、信任和忠诚有显著影响。同时发现消费者满意对消费者信任和忠诚有显著影响,消费者信任对消费者忠诚也产生显著影响。
The research found that B2C electronic service quality can be divided into five dimensions: tangible, reliability, trustworthiness, interactivity and empathy. The article investigates the impact of each dimension on consumer satisfaction, trust and loyalty by using the structural equation model. B2C Electronic service quality has a significant impact on consumer satisfaction, trust and loyalty. At the same time, it is found that consumer satisfaction has a significant impact on consumer trust and loyalty, and consumer trust also has a significant impact on consumer loyalty.