摘要
基于过程视角,对企业网站交易全过程的服务质量进行了实证研究。在对焦点小组访谈资料分析的基础之上,开发了覆盖完整交易三阶段的电子服务质量量表,界定了企业网站服务质量构成维度,即交易前阶段的企业网站的功能/设计,交易中阶段的企业网站享受性、安全可靠,以及交易后阶段的售后服务。同时,利用小样本预测、大样本调查、探索性和验证性因子分析等多种统计分析方法进一步验证了所构建的测量工具良好的内部一致性,以及内容、收敛性效度和区分效度,为企业对各个阶段的网站服务质量进行有效管理提供了理论基础。
From the perspective of website service quality theories, the paper does an empirical study on web-site service quality covering the whole transaction process. Based on the content analysis of {ocus-group, the paper develops a new website service quality evaluation instrument covering three stages and defines dimensions of website service quality which consist of the design and function di- mension in ＂before-buying stage＂, the transactional safety and reliability in ＂buying stage＂, and after sale service in ＂after-buying stage＂. The paper uses pilot-study to examine the internal consistence of the instrument, and exploratory and confirmatory factor analysis to test the content, convergent and discriminant validity. By doing so, the paper provides theoretical basis for enterprises to manage the website service quality in different stages effectively and efficiently.
出处
《管理学报》
CSSCI
北大核心
2014年第1期116-123,共8页
Chinese Journal of Management
基金
国家自然科学基金资助项目(70972095)
关键词
企业网站
服务质量
交易过程
信度
效度
enterprise website
service quality
transactional process
reIiability
validity
