电信业电子服务质量对顾客满意度和行为意向的影响.doc

文档介绍：
电信业电子服务质量对顾客满意度和行为
意向的影响
司亚清,王烨*
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(北京邮电大学经济管理学院,北京 100876)
摘要:随着我国电信业竞争的日益加剧,运营商越来越注重电子商务的发展。在这种形势下,
运营商需要通过完善其电子服务质量来吸引和保留更多的顾客。本文通过研究影响电信业电
子服务质量的因素,建立了电信业电子服务质量模型,使用调查问卷,并进行因子分析和结
构方程模型分析,来验证电信业电子服务质量对顾客满意度以及行为意向的影响。最终发现,
电信业电子服务质量因素中的易用性、安全性、关怀性、便利性和补偿性均对顾客满意度有
正向影响,易用性和安全性对顾客行为意向有正向影响,而顾客满意度对顾客的行为意向也
有着正向积极的影响。
关键词:信息管理与信息系统;电信业;电子服务质量;顾客满意度;行为意向
中图分类号:
The effect of e-service quality of munication industry
on client satisfaction and behavior intention
SI Yaqing, Wang Ye
(School of Economics and Management,Beijing University of Posts and
munications,Beijing 100876)
Abstract: As the development petition of munication industry in our country,
operators have paid more attention to the merce. In this condition, operators need to attract
and reserve more clients by improving their e-service quality. This paper has studied the influence
factors of e-service quality of munication industry and established model of e-service
quality of munication industry. Meanwhile, this paper has used the questionnaire as well
as factor analysis and structural equation model to verify the effect of e-service quality of
munication industry on client satisfaction and client behavior intention. In the end, the
conclusion is that the usability, security, empathy, convenience pensation have positive
influence on client satisfaction while usabil