衡量网上购物的服务质量:伊朗电子零售业的个案研究

2008 4th IEEE International Conference on Management of Innovation and Technology Pub Date : 2008-10-21 DOI:10.1109/ICMIT.2008.4654441

S. H. Siadat, V.C. Buyut, A. Rahman

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引用次数: 3

摘要

在线业务的主要挑战之一是如何衡量服务质量，以便更好地了解其结果，这对客户满意度具有重要意义。本文从顾客满意度的角度，对影响伊朗网购顾客满意度期望的服务质量维度进行排序。所使用的测量基于广泛接受的SERVQUAL模型，这是测量服务质量的最常用方法。采用描述性统计分析的方法，从顾客满意度的角度对伊朗西拉斯网上商店的服务质量水平进行评价。对伊朗和美国顾客的服务质量因素也进行了比较。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Measuring service quality in online shopping: A case study of e-retailing in Iran

One of the key challenges in online businesses is how to measure service quality in order to have a better understanding of its consequences which holds a significant importance to customer satisfaction. In this paper, we ranked the dimensions of service quality that affect the customerspsila expectation in online shopping in Iran from the customerspsila perspective. The measurements used were based on the widely accepted SERVQUAL model which is the most common method for measuring service quality. A descriptive statistics analysis was used to evaluate the level of service quality of Iranianpsilas online shops from the customerspsila point of view. A comparison of service quality factors has also been done between Iranian and American customers.

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2008 4th IEEE International Conference on Management of Innovation and Technology

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