The Study of Service Quality and Customer Loyalty of C2C Platform

Shun Zhi Xu

doi:10.4028/www.scientific.net/AMR.1044-1045.1816

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HomeAdvanced Materials ResearchAdvanced Materials Research Vols. 1044-1045The Study of Service Quality and Customer Loyalty...

The Study of Service Quality and Customer Loyalty of C2C Platform

Abstract:

This paper builds a theoretical model and hypothesis of service quality and customer loyalty based on the C2C platform. The study combined with the questionnaire of C2C electronic service quality and customer loyalty to surveyed data on a rigorous mathematical analysis to verify the hypothesis and modify the theoretical model. Finally come to the conclusion of the study, there is a direct positive relationship between service quality and customer loyalty of C2C e-commerce platform. The conclusion can be used by future researchers. At the same time, according to the analysis result of the multidimensional study on the relationship between C2C electronic service quality and the customer loyalty, we can find out the significant role of path between electronic service quality and customer loyalty and put forward corresponding strategic suggestions for electronic business. The above content makes the article has theoretical significance and practical value.

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Periodical:

Advanced Materials Research (Volumes 1044-1045)

Pages:

1816-1819

DOI:

https://doi.org/10.4028/www.scientific.net/AMR.1044-1045.1816

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Online since:

October 2014

Authors:

Shun Zhi Xu*

Keywords:

C2C E-Commerce, Customer Loyalty, Service Quality

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