Electronic Service Quality And Customer Satisfaction Research

With the rapid development of internet technology,e-service as a new service mo del,plays as a more and more important role with increased application.E-service man agement,the same as general service management,is facing the requirements of impro ving service quality and customer satisfaction.However,up to now,researches about e-service have just begun.Therefore,wth the application of traditional service study achievement,how to explore the relationship between e-service quality and customer satisfaction systematically,combined with e-service feature,is an important issue.This research chose the public transportation e-service of Shenzhen as the research object,study the impact of public e-service quality to citizen satisfaction by issuing questionnaires and data analysis.We study public transportation e-service quality from four aspects:information issuing,online communication,online service and website design.According to previous research and conclusion of small-scale interview,we construct the concept model which relates public transportation eservice quality to citizen satisfaction.This paper use SPSS 16.0 in exploratory factor analysis(EFA) and regression analysis,while use Amos6.0 in the test of Measurement Model and Structural Equation.The following conclusions were reached in this study:First,totally,e-service quality could enhance customer satisfaction.Then,information issuing,online service and website design influence customer satisfaction.While website design has the most influence to customer satisfaction, follows by online service;information issuing has the lightest influence to customer satisfaction.Last,online communication has no influence to perceived quality and customer satisfaction.Compared to the previous researches,such innovative points are newly achieved:First,apply the traditional service quality theory and customer satisfaction to the e-service area and validate the effectiveness of the theory;second,in terms of public transportation e-service,develop the normative research method,classify the dimensions of e-service quality through the construct of research model and analytical statistics of survey data and launch an empirical examination of the influence of service quality on customer satisfaction.The research carries a great referrance and application value on improving the e-service and facilitating the development of e-service.