The Study Of Electronic Service Quality Affect Customer Satisfaction Under Customer Engagement

In the past,most of the consumers and producers are unable to accept the high cost of customization,because they think of the cost and efficiency.So it has brought about technology Integration on Manufacturing and the lack of personality products.As people increase demand for personalized products,C2 B model emerge at a historic moment.In the C2 B model,the quality of e-service need to achieve a balance between business and customers,which is a huge challenge for businesses and consumers.In this paper,we base on the consumer’s position,exploratory study how electronic service quality influences customer satisfaction under the C2 B model,which has positive significance for the balance between e-commerce and consumers.At the same time,the article takes consumer group under the C2 B model as the object of study,we hope to draw general conclusions,and provide advice for the development of C2 B model.On the basis of reviewing previous literatures and drawing on the achievements from the predecessors,this paper divides E-service quality into three dimensions: usability,information quality and service interaction under C2 B context,also introduces customer engagement(enthusiasm,active participation,Interaction)as intervening variables,customer satisfaction as the dependent variable to construct the conceptual model.In this study,we use an empirical investigation of the questionnaire to collect date,and analyse the survey date by SPSS20 accordingly.The following conclusions were drawn:(1)C2B model has a positive impact on usability,information quality,service interaction and customer satisfaction.(2)C2B model has a significant positive impact on E-service quality,information quality and service interaction;There are some mediating effects in the influence of satisfaction.(3)The positive participation in C2 B model has some mediating effects on ease of use,information quality,service interaction and customer satisfaction;(4)The social interaction in C2 B mode is useful for ease of use,information quality,service interaction and customer satisfaction The degree has a partial mediation effect.