标准科学Issue(11)：92-96,5.DOI:10.3969/j.issn.1674-5698.2016.11.020
基于因子分析的B2C电子商务服务质量评价研究
Study on Evaluation of User Perceived Service Quality of B2C Electronic Commerce
摘要
Abstract
The evaluation of service quality of B2C electronic commerce is crucial to improve service quality and organizational performance. However, the existing service quality evaluation model could not fit the requirement of Chinese e-commerce well. This paper develops a service quality evaluation model of B2C electronic commerce based on user perception after pre-tested, exploratory factor analysis and confirmatory factor analysis. The model consists of three first level indicators, i.e. safety&convenience, commodity quality assurance and interaction and fourteen second level indicators. The model is concise and clear. Empirical analysis results show that it also has good reliability and validity. The model can be used to evaluate and improve service quality of Chinese e-commerce enterprises.关键词
用户感知/B2C电子商务/服务质量/因子分析Key words
user perception/B2C electronic commerce/service quality/factor analysis引用本文复制引用
王高山,张新,徐峰,梁益琳..基于因子分析的B2C电子商务服务质量评价研究[J].标准科学,2016,(11):92-96,5.基金项目
本文受国家社科基金重点项目（项目编号13AGL012）和国家自然科学基金项目（项目编号71472111）资助。 （）
