Research On Evaluating E-Service Quality In The Electronic Commerce Environment

The prosperous development of the electronic commerce and the conversion between manufacturing industry and servicing industry are two obvious trends via the 21st century. The research focusing on evaluating the quality of E-Service in the electronic environment is attended to the point of intersection of these two trends. The first part introduces the service research of two large genre: Marxist genre and Western genre with dividing the Western genre into the SERVQUAL parties, SERVPERF parties and other subsidiary currents parties;The second part analyzes many standpoints of other scholars', then applies the Word Classes to launch that all kinds of service is a solution-provider essentially, although there are different comprehensions on the concepts of separate layers, then it induces the characteristics of the E- Service, one is same to the basic characteristics of service, on the other hand is the special characteristics E- Service has its own;The third part is the core, after investigating the related research of last few years, six important dimensions of the quantity of E- Service are given: ease of use, credibility, safety, communication, individuation/customization and consistency. Reviewed the development and issues of the evaluation theories of service quantity, then the thesis taps innovated research in the customer satisfaction and perceived service quality: lead to use the word" accept" rather than" satisfaction" to measure the quality, puts forward to a brand-new concept ~ Actual Gap Between Two Worlds, then sets up the evaluation system based the notions " id", " ego", " superego" from psychology, besides it carries on the practical measure of taobao.com and ebay.com .There is detailed data analysis and questionnaires in the appendix, so electronic commerce enterprises can make use of it to evaluate the actual actions directly.