Online customer service quality of online shopping: evidence from Dangdang.com

被引：18
作者：
Huang, Zhengwei [1 ]
Luo, Yin [1 ]
Wang, Dong [2 ]
机构：
[1] Daxue Ave 8, Yichang, Hubei, Peoples R China
[2] Higher Educ Mega Ctr, 230 Waihuanxi Rd, Guangzhou, Guangdong, Peoples R China
来源：
CLUSTER COMPUTING-THE JOURNAL OF NETWORKS SOFTWARE TOOLS AND APPLICATIONS | 2019年 / 22卷 / Suppl 6期
基金：
中国国家自然科学基金;
关键词：
Online customer service; Perceived customer service quality; Real-time online customer service; SERVQUAL; SATISFACTION; DELIVERY; IMPACT;
D O I：
10.1007/s10586-018-2565-5
中图分类号：
TP [自动化技术、计算机技术];
学科分类号：
0812 ;
摘要：
Through the survey and six hypothesis, we conduct an empirical study to analyze how the six dimensions (including accessibility, reliability, ease-of-use/usefulness, interactivity, responsibility/efficiency, safety/privacy) influence the perceived online customer service quality. The questionnaire is divided into four parts: basic personal information, introduction of background knowledge, perceived online customer service quality, factors which influence perceived online customer service quality. Our methodology combines factor analysis and regression analysis to a novel dada set which comes from a real buyer of Dangdang.com. We find that the above six factors have significant positive influence to the perceived online customer service quality. We also find that the perceived online customer service quality will benefit from real-time online customer service.
引用
收藏
页码：15285 / 15293
页数：9
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