NetSERVQ:一个基于消费者感知的网商服务质量测量体系被引量：1

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摘要优秀的服务质量有助于企业赢得消费者满意进而获得消费者忠诚。本文在研究了国外有关服务质量的文献后,基于SERVQUAL方法,结合国内网络购物的特点,讨论了网购服务质量及消费者感知的概念界定和测量操作步骤,对初设多题项的量表经过两次数据筛选,获得了5个维度,21个测量指标的网购服务质量测量量表(NetSERVQ)。最后,本文就该方法及服务质量研究领域的应用与发展做了总结。

作者李胜杨勇攀

机构地区西南财经大学攀枝花学院经济与管理学院

出处《消费经济》 CSSCI 北大核心 2013年第5期54-57,共4页 Consumer Economics

基金四川省教育厅2011科研项目(11SB207)

关键词服务质量网购消费者 NetSERVQ

分类号 F713-3 [经济管理—产业经济] 97

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参考文献17

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