Reviews on Service Quality Studies in Internet Environment and Further Researches

The paper firstly summarizes present service quality in internet environment based on the review on traditional service quality researches and expounds service features in internet environment: service in internet environment is much more intangible, the seperability of service is promenience, while perishablity and heterogeneous are weaken; perceived service quality is more stable and services of variety coperate websites are similar. After that, this paper points the limitations of existing researches and believes we ought to define service quality characteristics in internet environment, explore the service quality expectation, perception path and mechanism in terms of 3 phases of e-transaction in B2C market, and then construct a new perceived service quality model and evaluation system based on corporate website.