| Since1990s, network has entered into people’s life. Network economics has been developing very quickly in21st century. Electronic business is changing the way traditional business does. It’s estimated that B2C will account for30%of all the trades happened on network in2014. But along with the rapid development of B2C, a lot of quality problems are exposed. So researchers pay great attention to the service quality management of B2C company. It has significant value to evaluate service quality of B2C companies.This research sums up all the similar research results at home and aboard, and concludes fives factors that influence people’s view of service quality of a B2C company. The fives factors are usability of its website, security of its website, quality of its website, costumer service quality and personalized service. We also provide specific attributes of each factor. Meanwhile, we design a seven degrees’questionnaire to estimate the service quality of known B2C companies at home. We analyzed the collected209valid questionnaires using the tool SPSS17.0. We did the statics of respondents analysis, reliability and validity analysis, correlation analysis, regression analysis and principal component analysis.The evaluation module of B2C service quality we build in this research differentiate it with traditional evaluation module of service quality. It’s also different with others’research results. It integrates Chinese B2C companies’ unique situation and distinctive aspects of electronic business. The empirical study reveals that quality of its website, costumer service quality and personalized service are the main factors that influence people’s perception of service of a B2C company. It reflexes customers" expectation of good shopping experience and emotional experience. At last, according to the results of analysis and present situation of B2C companies, we propose ways to improve service quality. This could be a reference to further development of service quality. |
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