| 电子商务企业品质构面 顾客满意度和忠诚度间关系的实证研究 |
| |
| 引用本文： | 张洁佩.电子商务企业品质构面 顾客满意度和忠诚度间关系的实证研究[J].商品储运与养护,2010(5). |
| |
| 作者姓名： | 张洁佩 |
| |
| 作者单位： | 北京交通大学经济管理学院; |
| |
| 摘 要： | 文中根据现有的关于影响电子商务企业顾客满意度和忠诚度的理论基础,采用国际管理学界广泛使用的实证研究方法——结构方程模型,以某一实际电子商务企业作为切入点进行观察,通过问卷调查,获取一手资料,分析电子商务企业品质构面中相关因素之间,以及这些因素对顾客满意度和忠诚度的相互影响,具体探究该影响系统的内部逻辑和结构。并根据所得模型,对电子商务企业的管理和发展提出建议。
|
| 关 键 词： | 电子商务 品质构面 顾客满意度 顾客忠诚度 结构方程模型 |
An Empirical Research on the impact between service quality,customer satisfaction and loyalty of E-business |
| |
| ZHANG Jie-pei.An Empirical Research on the impact between service quality,customer satisfaction and loyalty of E-business[J].Storage Transportation & Preservation of Commodities,2010(5). |
| |
| Authors: | ZHANG Jie-pei |
| |
| Institution: | ZHANG Jie-pei (School of Economics , Management,Beijing Jiaotong University,Beijing,100044,China) |
| |
| Abstract: | In this paper we provide a model based on current theories about the interplay between E-business customers' satisfaction and loyalty. In turn,we choose an approach of methodologies,structure equation model,(SEM),which has been widely used in the management science research,to prove our model. With some first-hand information through a questionnaire survey about one existing E-business enterprise we verify and adjust the model. Finally,some recommendations on the management for E-business retailer have been... |
| |
| Keywords: | E-business customer satisfaction and loyalty structure equation model |
| 本文献已被 CNKI 等数据库收录！ |
|
