DocumentCode
138770
Title
An exploration research of establishing e-service dimensions model by building up service quality indexes based on process interaction
Author
Lin Hong ; Jiawen Ye ; Zexin She ; Xuefen Chen
Author_Institution
Zhuhai Sch. of Manage., Beijing Normal Univ., Zhuhai, China
fYear
2014
fDate
25-27 June 2014
Firstpage
1
Lastpage
5
Abstract
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.
Keywords
electronic commerce; reliability; transaction processing; B to C e-commerce transactions; FEMA method; e-service dimensions model; multidimensional scaling method; process interaction; service quality index categorization; Customer satisfaction; Decision support systems; Hafnium compounds; Indexes; Market research; Reliability; customer satisfaction; electronic commerce; service quality index;
fLanguage
English
Publisher
ieee
Conference_Titel
Service Systems and Service Management (ICSSSM), 2014 11th International Conference on
Conference_Location
Beijing
Print_ISBN
978-1-4799-3133-0
Type
conf
DOI
10.1109/ICSSSM.2014.6943333
Filename
6943333
Link To Document