Measure the service quality of trust e-store bulletin
Date Issued
2004
Date
2004
Author(s)
Liu, Shu-Chen
DOI
zh-TW
Abstract
Now, electronic commerce has become a part of human life. Network store shopping has gradually played a important role in the retail market. Consumers concern the safety organism & privacy issue that block the electronic commerce promotion. Taiwan’s government refers the informer country’s experience to courage the self-obligation of the business community & marketing competition that push the service providers to obey game rule. By business community self-control, improves the un-completed definition of law for new technologies and new commerce development. The trust e-store bulletin of information transparency is created. The key criteria of success for Bulletin service is decided by service quality. This study measures the service quality of the trust e-store bulletin in order to improve the service level of whole service quality.
This study integrates seven dimensions , which are traditional service quality(including five dimensions), system quality, and information quality, and develops original dimensions for measuring the total service quality of trust e-store bulletin. Beside, it develops corresponding questionnaire 33 items and uses e-mail to send and collect the questionnaire. Through reliability and validity analysis, it also proofs that the scale can be used to measure the service quality of trust e-store bulletin. After the item-to-total correlation, delete 2 of the least relative items, then execute descriptive statistic analysis.
The study verified only the responsiveness and information quality dimensions of service quality have significant difference on total service quality.
Summary analysis of the study, we can suggest the management strategies for improving the service quality that trust e-store should focus on the following items：
1.Starting from member’s demand, improve functions and tailor made personal service for member.
2.Training the project members, improve discipline、 morality and security for member’ s information security.
3.Training professional skill, improve efficiency and effectiveness.
Subjects
服務品質
信賴電子商店公布欄
網路信賴
trust e-store bulletin
network trust
service quality
Type
other