Study on Supply Chain Oriented Service Quality Evaluation of E-Commerce

Yang Tong; Qing Liu; Hai Qing Jiang

doi:10.4028/www.scientific.net/AMR.798-799.971

Paper Titles

Analysis on Cooperation and Competition Behavior of Enterprises Based on Evolutionary Game - The Case Studies of Chinese Creative Industrial Clusters
p.948

Research on Single Distribution Center Logistics Transportation Scheduling Problem Based on Static Road Capacity Constraints
p.954

The Development Strategy of Tourism Informatization in Small and Medium-Sized Cities
p.963

Research on Optimizing Reverse Logistics Network of Waste Copper Recycling
p.967

Study on Supply Chain Oriented Service Quality Evaluation of E-Commerce
p.971

The Construction Enterprises Culture Building Based on Knowledge Management
p.975

Application of ARIMA Model in Short-Term Prediction of International Crude Oil Price
p.979

Strategy Study on China E-Business Service in Big Data Era
p.983

Using Neural Networks Forecast the Economic Losses Caused by Storm Surge
p.987

HomeAdvanced Materials ResearchAdvanced Materials Research Vols. 798-799Study on Supply Chain Oriented Service Quality...

Study on Supply Chain Oriented Service Quality Evaluation of E-Commerce

Abstract:

Quality has been attracting growing attention after entering the 21st century. The paper studies the service quality of supply chain based on the SERVQUAL model by the adoption of fuzzy comprehensive evaluation method in the light of working out the service quality level in the eyes of customers, which may consequently improve the service quality of the supply chain as well as of e-Commerce Website.

You might also be interested in these eBooks

Advances in Applied Science and Industrial Technology

View Preview

Info:

Periodical:

Advanced Materials Research (Volumes 798-799)

Pages:

971-974

DOI:

https://doi.org/10.4028/www.scientific.net/AMR.798-799.971

Citation:

Cite this paper

Online since:

September 2013

Authors:

Yang Tong, Qing Liu, Hai Qing Jiang

Keywords:

E-Commerce (EC), Fuzzy Comprehensive Evaluation Method, Service Quality, SERVQUAL Model, Supply Chain

Export:

RIS, BibTeX

Price:

Permissions CCC:

Request Permissions

Permissions PLS:

Request Permissions

Сopyright:

Citation:

References

[1] C. Gronroos, Service Quality Model and Its Marketing Implication, J. European Journal of Marketing, 24 (1998) 253-268.

Google Scholar

[2] A. Parasuraman, V.A. Zeithaml, L.L. Berry, SERVQUAL: A Multiple-Tem Scale for Measuring Consumer Perceptions of Service Quality, J. Journal of Retailing, 64 (1988) 12-40.

Google Scholar

[3] Carman, M. James, Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions, J. Journal of Retailing, 66 (1990) 33-35.

Google Scholar

[4] P. Asubonteng, K.J. McCleary, J.E. Swan, SERVQUAL revisited: a critical review of service quality, J. Journal of Services Marketing. 10 (1996) 62-81.

DOI: 10.1108/08876049610148602

Google Scholar

[5] A.P. Dabholkar, D.I. Thorpe, J.O. Rentz, A measure of service quality for retail stores: scale development and validation, J. Journal of the Academy of Marketing Science, 24 (1996) 3-16.

DOI: 10.1007/bf02893933

Google Scholar

[6] Yonghong Hu, Enhui He, Comprehensive evaluation method, SCIENCE PRESS, . Beijing, (2000).

Google Scholar

[7] Yong Qi, Qianmu Li, The theory and method of the scientific research performance appraisal, SCIENCE PRESS, Beijing, (2009).

Google Scholar

[8] Na Liu, The Real Diagnosis Research Based on User Satisfaction Rate of Library Service Quality, J. Shanxi Library Journal, 5 (2007) 8-11.

Google Scholar

[9] D.W. Cho et al, A framework for measuring the performance of service supply chain management, J. Computer & Industrial Engineering, 62 (2012) 801-818.

Google Scholar