Research On Service Quality Gap Of B2C Medical Electronic Commerce Based On SQGM

The development of science and technology and social infrastructure promotes the innovation of business model,in this environment,B2 C medical electronic commerce follows the trend of the times,becoming a kind of new Circulation mode of medical products.The model provides a new way for the implementation of China's medical separation policy,on the other hand,it also provides convenience for consumers to buy Pharmaceutical products.The service quality of B2 C medical electronic commerce plays an important role in the development of medical e-commerce.However,there are few researches about the service quality of B2 C medical electronic commerce in China at present.It is not clear whether there is any problem about the service quality of B2 C medical electronic commerce.Therefore,strengthening the research on the service quality of B2 C medical electronic commerce has became an important research topic for pharmaceutical providers.Firstly,this thesis based on literature research and in-depth interviews,identified the influencing factors and measuring indexes of service quality of B2 C medical electronic commerce.Then through Delphi method the paper determined the influencing factors of service quality of B2 C medical electronic commerce,including website quality,responsiveness,safety,product cost,logistics level and service attitude.Finally,B2 C medical service quality gap model was structured based on the service quality gap model,and put forward proposals to improve the service quality of B2 C medical electronic commerce through performing the empirical study.This thesis through theoretical analysis and empirical research provided theoretical support for the study of service quality of B2 C medical electronic commerce and enriched the application of service quality gap model in the field of B2 C medical electronic commerce.It has a positive effect on the development of medical e-commerce.