基于顾客感知的B2C医药电商服务质量研究 |
| |
引用本文: | 翟运开,张然,李颖超,孙东旭,李思琪,赵杰. 基于顾客感知的B2C医药电商服务质量研究[J]. 中国卫生事业管理, 2021, 0(3): 164-167,187 |
| |
作者姓名: | 翟运开 张然 李颖超 孙东旭 李思琪 赵杰 |
| |
作者单位: | 郑州大学管理工程学院;郑州大学第一附属医院;互联网医疗系统与应用国家工程实验室 |
| |
基金项目: | 河南省高校科技创新团队支持计划(20IRTSTHN028);国家重点研发计划“精准医学研究”重点专项(2017YFC0909900) |
| |
摘 要: | 本文通过文献梳理总结和两轮德尔菲法,基于顾客感知视角确定B2C医药电商服务质量的影响因素及其具体衡量指标,建立顾客感知服务质量模型,以北京好药师大药房连锁有限公司为研究对象进行实证研究,运用SPSS软件对数据进行分析,依据研究结果提出提升相关服务质量的建议。
|
关 键 词: | B2C医药电商 服务质量 顾客感知服务质量模型 |
Evaluating The B2C Medical E-commerce Service Quality Based on Customer Perception |
| |
Affiliation: | (School of Management Engineering,Zhengzhou University,Zhengzhou,P.R.China) |
| |
Abstract: | Using literature review and two rounds of Delphi method,from the perspective of customer perception,the influencing factors and their specific-measurement indicators of B2 C pharmaceutical e-commerce service quality were determined,and the customer perceived service quality model was established.And an empirical research was implemented.Data was analyzed with SPSS software.Based on which,some suggestions were put forward to improve the service quality. |
| |
Keywords: | B2C pharmaceutical E-commerce service quality customer perceived service quality model |
本文献已被 维普 等数据库收录! |
|