上海管理科学2018，Vol.40Issue(1)：50-56,7.
餐饮类网络团购服务质量模型研究
Research on Model of Online Group buying Service Quality in Catering Industry
杜学美 1谢志鸿 1丁璟妤1
作者信息
- 1. 同济大学经济与管理学院,上海200092
- 折叠
摘要
Abstract
Taking the influence of group buying websites and catering enterprises on customers into consideration,a conceptual model of catering online group buying service quality was constructed based on past service quality models.The model and the hypotheses were tested by questionnaires and structural equation model analysis.The results show that customer perceived catering online group-buying service quality is comprised by environment quality,delivery quality,outcome quality,recovery quality and rights protection quality of the group buying customers.These five factors all affect customer perceived service quality positively and outcome quality has the greatest impact on customer perceived catering group buying service quality,followed by delivery quality,environment quality,rights protection quality and recovery quality successively.The service quality of catering enterprises has more impact on the customer than the service quality of group-buying websites.The results are helpful to understand the factors about affecting how customers perceived catering online group-buying service quality and provide implications to enhance catering online group-buying service quality.关键词
网络团购/餐饮企业/服务质量模型Key words
online group buying/catering enterprise/service quality model分类
管理科学引用本文复制引用
杜学美,谢志鸿,丁璟妤..餐饮类网络团购服务质量模型研究[J].上海管理科学,2018,40(1):50-56,7.
