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Evaluation of sports e-commerce service quality based on SERVQUAL model

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成果类型:
期刊论文
作者:
Kuixiu, Dai*
通讯作者:
Kuixiu, Dai
作者机构:
[Kuixiu, Dai] Physical Education Institute, University of South China, Hengyang, China
语种:
英文
关键词:
E-commerce development - E-commerce services - FAHP - Improvement strategies - Modern information technologies - Scientific evaluations - Service quality evaluation - Servqual models
期刊:
Computer Modelling and New Technologies
ISSN:
1407-5806
年:
2014
卷:
18
期:
12
页码:
730-735
机构署名:
本校为第一机构
院系归属:
体育学院
摘要:
E-commerce development has progressed increasingly in recent years. A service quality evaluation index system should be established under the background of modern information technology to better understand e-commerce services and effectively supervise and manage e-commerce. Sports online shopping (e-commerce) is regarded as an example in this study to analyze the relevant factors that influence e-commerce service quality through the SERVQUAL model according to the current situation of e-commerce service quality. A comprehensive and scientific evaluation system is constructed through fuzzy theory and analytic hierarchy process. An instance analysis of e-commerce service is also conducted with the aforementioned model. Evaluation results are obtained, and corresponding improvement strategies are proposed.

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