电子商务服务质量描述与评价方法研究

Study on Description and Evaluation of E-commerce Service Quality

摘要: 在电子商务运营中如何提高服务质量是一个值得研究的问题。本文在服务质量差距评价模型的基础上，建立了电子商务服务质量评价指标体系，并通过分析服务预期与实际服务感知之间的差距，解决电子商务服务质量描述与度量的问题

Abstract: The question of how to improve the quality of E-commerce service is worthy of research. In this article, an E-commerce service quality evaluation model is established, and through analyzing the gap between the service expectation and actual service perception, the problems residing in E-commerce service quality description and evaluation are solved