摘要
本研究主要针对大学生群体进行影响网购满意度的实证研究。参考国内外关于网购满意度、服务补救等理论与实践研究的著作,结合大学生群体网络购物的调查,提出基于服务补救的大学生网购满意度影响因素模型,并进行了实证分析。本文得出了以下主要结论:服务补救的四个测量维度,即响应速度、有形补偿、道歉、补救主动性均与大学生网络购物满意度具有显著的正向影响。
An empirical study of the factors affecting college students' online shopping satisfaction,the paper discusses a model based on the related literature at home and abroad and the survey done in this light and concludes that the four dimensions of service recovery, i.e., response speed,tangible compensation, apology and redress initiative have the significant positive effects on college students' online shopping satisfaction and the factors including gender, shopping time and shopping amount do not affect significantly the satisfaction.
出处
《宁波工程学院学报》
2016年第2期84-90,共7页
Journal of Ningbo University of Technology
关键词
服务补救
满意度
网络购物
service recovery
customer satisfaction
online shopping
