Research On Service Quality Evaluation Of B2C E-commerce Enterprise

Following the widespread of the Internet and advances in information technology to promote the e-commerce development, online shopping has been a habit of people’s lives.In2014, B2C e-commerce market owns47.8%of nationwide online retail market deal size. It is clear that China’s B2C e-commerce market develops quickly and becomes more important to China’s economy.However, B2C e-commerce businesses should pay more attention to improve the customer shopping experience continuously, when they pursuit of their own profit growth and increase market share. Theyeither provide customers the high quality products and quality service for customers. Compared with the innovative space and product, the service owns a larger room for innovation, more valuable potential, which a company must seize the opportunity if it wants to achieve the success in terms of the service. It is very important to improve their own quality of service, identify the key factors of service quality, and enhance the competitiveness of enterprises, which are most concerned questions for them.This article will review the theory of service quality, claim the definition of service and service quality, definite B2C e-commerce and divide its type, outline the main method of evaluation of B2C e-commerce service quality, analyze the present situation of B2C e-commerce development in brief and its operating procedures in depth, point out the current business problems of the service quality. Based on all the above, this article will determine the main part of service quality and the key factors that impact customer perception of service quality. Meanwhile, it will refer to service quality evaluation system index, combine with the status of the quality service and select the evaluation of service quality, based on the existing research on e-commerce service quality evaluation. This paper will build a service quality evaluation system of B2C e-commerce business, including six dimensions of information: effectiveness, safety, compensatory, customer service, reliability and openness by questionnaires, SPSS19.0software for data analysis and testing. On this basis, it will develop B2C e-commerce businesses service quality measurement scale to provide an effective tool diagnosing and improving their service quality of B2C e-commerce businesses. Finally, No.1Shop as an example, this paper will use the B2C e-commerce business service quality evaluation system of theorical research to evaluate the service quality, which is helpful to point out deficiencies in compensatory and safety aspects, and raise reasonable proposals to enhance No.1Shop service quality.On the basis of research on the combination of customer needs and the actual situation of China, this paper will be to build a B2C e-commerce business customer perceived service quality evaluation system, to establish both of the feasibility and effectiveness of service quality measurement scale, to provide an effective tool to diagnosis and improve the service quality of B2C e-commerce businesses, to find out the weak link of business services, and put forward the improvement proposal, which have certain reference value and implication to the management of service quality of B2C e-commerce enterprises.