Research On The Relationship Between Internet Consumer Behavior And Service Quality Of Electronic Commerce

With the Internet age and era of service economy, customers are no longer stay in the pursuit of the low-priced level, but more and more concerned about the quality of service. Thus, to get the advantage in the competitive market, e-commerce businesses must pay more attention to the e-commerce services matched with commodities.This paper is to explore the relationship between the consumer behavior and e-commerce service quality, to study the evaluation of the quality of e-commerce services by the way of looking through the division of consumer groups. Research on this issue will help enterprises for appropriate implementation of marketing strategies in the appropriate time. It's expected that this research can help enterprises better for the development of e-commerce market. In this paper, for the sake to be more comprehensive and innovative, the text carried out the research work in three phases around the relationship between the consumer and the e-commerce businesses.First of all, based on the existing literature and qualitative interviews with the network of consumers, the paper assessment of e-commerce services as the core factors of services related to system reliability, efficiency, guarantee and the completion, after-sales service related to responsiveness and compensatory, followed by a breakdown of the six properties came to the conclusion that a total of 31 measurement dimension, which to generate the initial questionnaire. Then, based on the data from questionnaires, variable reliability sample is analyzed by using statistical analysis software SASS, and 31 measurements of the initial questionnaire was revised to 28 measurements of the valid questionnaires. After improving the quality of the sample data, comes to the descriptive statistics analysis of the various dimensions of the attribute importance. Finally, based on the partition of consumers into different groups, the more accurate and more scientific evaluation of the quality of e-commerce services is going to be figured out. The importance of the introduction of a statement in which the work tried to evaluate the importance of different groups of consumers importance matrix. This paper proposes an E-service quality evaluation framework and methods of calculation based on the E-consumer groups.