Service quality of online shops and express impact on customer satisfaction ??? Under E-commerce environment

Author

Li Xiao-ping ; Liu Mei-lu

Author_Institution

Sch. of Econ. & Manage., Jiangsu Univ. of Sci. & Technol., Zhenjiang, China

fYear

2014

fDate

25-27 June 2014

Firstpage

1

Lastpage

6

Abstract

With the development of the Internet, online shopping has become a symbol of the times. The delivery, as the most critical part is also developed rapidly. The study of the relationship between online shops, express delivery and customer satisfaction has become a hot topic. This article analyzed the impact of online shops and express service quality from the perspective of customer satisfaction, taking college students as the main study object, using structural equation model as well as SPSS and AMOS software to analyze relevant data. The results showed empirical support for 1)both the service quality of online shops and express have positive impact on customer satisfaction and 2) the correlation coefficient between online shop and express enterprise is relatively high, then some reference opinions are provided.

Keywords

Internet; customer satisfaction; electronic commerce; retail data processing; statistical analysis; AMOS software; Internet; SPSS software; correlation coefficient; customer satisfaction; data analysis; e-commerce environment; express delivery; express enterprise; express service quality; online shopping; structural equation model; Analytical models; Companies; Customer satisfaction; Educational institutions; Equations; Logistics; Mathematical model; Customer satisfaction; E-commerce environment; Express service quality; Online shops service quality;

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.2014.6874099

Filename

6874099