Title :
An exploration research of establishing e-service dimensions model by building up service quality indexes based on process interaction
Author :
Lin Hong ; Jiawen Ye ; Zexin She ; Xuefen Chen
Author_Institution :
Zhuhai Sch. of Manage., Beijing Normal Univ., Zhuhai, China
Abstract :
This study inferred to many domestic and foreign literature as well as research reports, we used the FEMA method to analyze every phrase in B to C e-commerce transactions to build the service quality index, then the multidimensional scaling method to categorize these service quality indexes, in order to establish the five dimensions of e-service.
Keywords :
electronic commerce; reliability; transaction processing; B to C e-commerce transactions; FEMA method; e-service dimensions model; multidimensional scaling method; process interaction; service quality index categorization; Customer satisfaction; Decision support systems; Hafnium compounds; Indexes; Market research; Reliability; customer satisfaction; electronic commerce; service quality index;
Conference_Titel :
Service Systems and Service Management (ICSSSM), 2014 11th International Conference on
Conference_Location :
Beijing
Print_ISBN :
978-1-4799-3133-0
DOI :
10.1109/ICSSSM.2014.6943333
