An Exploration Research of Establishing E-Service Dimensions Model by Building up Service Quality Indexes Based on Process Interaction

被引：0
|
作者：
Hong, Lin [1 ]
Ye, Jiawen [1 ]
She, Zexin [1 ]
Chen, Xuefen [2 ]
机构：
[1] Beijing Normal Univ, Zhuhai Sch Management, Zhuhai, Peoples R China
[2] China Tobacco, Zhuhai, Peoples R China
来源：
2014 11TH INTERNATIONAL CONFERENCE ON SERVICE SYSTEMS AND SERVICE MANAGEMENT (ICSSSM) | 2014年
关键词：
electronic commerce; customer satisfaction; service quality index;
D O I：
暂无
中图分类号：
TP [自动化技术、计算机技术];
学科分类号：
0812 ;
摘要：
This study inferred to many domestic and foreign literature as well as research reports, we used the FEMA method to analyze every phrase in B to C e-commerce transactions to build the service quality index, then the multidimensional scaling method to categorize these service quality indexes, in order to establish the five dimensions of e-service.
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页数：5
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