Research on Service Quality Model of E-commerce Websites for Customer-oriented
NI Qing-ping · Journal of Shanghai Institute of Technology · 2011
E-commerce websites are the 'electronic' technology service platforms for commerce activities based on the Internet.The multi-faceted quality characteristics of e-commerce websites create great difficulties for the management of their service quality.Considering existing inadequate quality models,the writer constructed a consumer-oriented e-commerce websites service quality model based on the theory of Total Quality Management(TQM) and theories concerning customer-perceived service quality.This new model provided the basic ideas and methods for the service quality management of e-commerce websites,and enriched the theoretical system of service quality model.