将数字平台的服务维度与客户的购买联系起来

IF 8 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE
F. Saberian, M. Amirshahi, M. Ebrahimi, Asieh Nazemi
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引用次数: 8

摘要

本文旨在基于客户体验,识别数字平台服务质量的维度及其对客户购买意愿的影响。设计/方法论/方法这项研究采用了混合方法。定性数据采用系统文献法和德尔菲法收集,定量数据通过对三家知名餐饮行业平台的412名专家的调查收集。这些餐厅数字平台是Snapfood、Changal和Chelivery。结果表明平台服务质量维度对顾客享乐体验和认知体验的影响。同时,平台用户对平台服务质量的各个维度(平台服务的易用性、平台信息质量、服务和产品质量、平台用户交互性、平台设计、平台响应速度、平台服务的可信度、平台服务的安全性和平台责任)的重视程度也存在差异。最后,研究结果表明,基于顾客的体验,所有这些维度都对顾客的购买意愿有积极的影响。数字服务平台的发展虽然是新生事物,但近年来取得了很大的进步,但是,数字平台的服务质量在很多方面还不为人所知。目前的研究已经澄清了这个问题。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Linking digital platforms' service dimensions to customers' purchase
Purpose This paper aims to identify the dimensions of digital platforms' services quality and their impact on customers' purchase intent based on customer experience. Design/methodology/approach The research has a mixed method. Qualitative data is gathered by using of systematic literature review and Delphi method and quantitative data is gathered through survey of 412 experts from three well-known restaurant industry platforms. These restaurant digital platforms were Snapfood, Changal and Chelivery. Findings The results indicate the effect of platforms' service quality dimensions on customer hedonic and cognitive experiences. Also, the results indicate that the platforms' customers attach different priority to the various dimensions of platforms' services quality which are platform services' ease of use, platform information quality, services and products quality, platform customers interaction, platform design, platform response speed, platform services' trustiness, platform services' security and platform responsibility. Finally, the results showed that all of these dimensions have positive impact on customers' purchase intent based on their experiences. Originality/value The development of digital service platforms despite being new, has recently great progress, but, many dimensions of digital platforms' services quality have been not well-known yet. The present research has cleared the subject.
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来源期刊
Bottom Line
Bottom Line INFORMATION SCIENCE & LIBRARY SCIENCE-
CiteScore
9.90
自引率
12.20%
发文量
7
期刊介绍: Because The Bottom Line: Managing Library Finances is written and edited by well respected figures from the librarian community - you can be assured the topics covered will be particularly relevant to you and your library.
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