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本研究基于B2C网络商店服务评价体系的研究不足,结合电子商务网站的特征,基于科学性原则、针对性原则、可操作性原则以及系统性原则,提出从网站设计及产品信息、客户咨询及交易、物流服务、售后服务四个方面构建网络商店的服务评价指标体系,并建立相应的二级指标。该研究结果有助于指导现有的B2C网络商店更好地提升服务质量,以在激烈的市场竞争中获得相对的竞争优势。
Based on the characteristics of e-commerce website, based on scientific principle, pertinence principle, maneuverability principle and systematic principle, this research proposes that from the website design and product information, customer consultation and transaction , Logistics services, after-sales service four aspects of building network service evaluation index system and the establishment of the corresponding secondary indicators. The results of this study will help to guide the existing B2C online store to better improve the service quality so as to obtain a relative competitive advantage in the fierce market competition.