【摘要】 从B2C环境下消费者与网络商店的整体交易过程出发,在界定网络服务质量的概念及其构成维度的基础上,构建了一个B2C环境下网络服务质量对顾客忠诚的影响机理模型.研究结果表明:网络服务质量可以划分为服务过程质量、服务结果质量和服务补救质量三个维度,这三个维度会通过网络顾客满意这个中间变量正向影响顾客忠诚,服务结果质量还直接通过顾客信任正向影响顾客忠诚.服务过程质量和服务补救质量对顾客信任的影响不显著.更多还原

【Abstract】 According to the whole transaction process between consumers and internet shops,this research identifies the conception and the dimensions of web service quality,and develops a theoretical model that describes the impacts of service quality dimensions on customer loyalty in B2C environment.The research shows that web service quality includes three dimensions:service process quality,service outcome quality and service recovery quality.These three dimensions influence customer loyalty indirectly through customer satisfaction,service outcome quality influence customer loyalty indirectly through customer trust,but the influence of process quality and recovery quality on customer trust is not significant.更多还原