摘要
基于新零售背景下生鲜电商的现状分析和相关文献整理,将服务质量划分为5个维度,构建研究模型和研究假设.通过调查问卷及数据实证分析,对研究假设进行验证,得出新零售模式背景下生鲜电商服务质量正向影响顾客满意度和顾客满意度也正向影响顾客忠诚等相关结论.最后为新零售背景下生鲜电商平台的经营提出相关意见与建议.
Based on the analysis of the current situation of fresh food e-commerce and related literature,this paper divides the service quality into five dimensions to constructs the research model and research hypothesis,and it verifies the research hypothesis through questionnaire and data empirical analysis,and it draws the conclusion that the service quality of fresh food e-commerce positively affects customer satisfaction and customer satisfaction positively affects customer loyalty under the background of new retail mode.
作者
史伟
闻海燕
SHI Wei;WEN Haiyan(School of Business, Huzhou University, Huzhou 313000, China)
出处
《湖州师范学院学报》
2020年第8期80-86,共7页
Journal of Huzhou University
基金
浙江省社会科学规划重点课题(20NDJC21Z).
关键词
新零售
生鲜电商
服务质量
顾客满意度
顾客忠诚
new retail
fresh e-commerce
quality of service
customer satisfaction
customer loyalty
