Customer Service Strategy On Internet Impact On Consumer Behavior

The rapid development of the internet, online shopping go to every household, people internet services made newer and higher requirements, online shopping has also exposed many problems services. The business community and academia increasing emphasis on the internet customer service strategy, customer service strategy how to evaluate internet and its impact on consumer behavior is a problem worthy of further study.Read this article in internet customer service at home and abroad on the basis of the policy document, summarizes the evaluation of six factors that influence internet customer service policy: security, ease of use, reliability, responsiveness, empathy and compensatory and described in detail evaluation factors for each specific measure, created the model of internet customer service strategy to influence consumer behavior with empirical research methods to model assumptions have been tested. The main contents are as follows: first, using a likert scale of 5 scale preparation of the "internet policy affects customer service survey on consumer behavior"; second, the use of a questionnaire on perceptions and consumer behavior customer service strategy will be a survey of the collected 283 valid questionnaires using statistical analysis software spss 20 sample data were reliability analysis, correlation analysis, regression analysis, leading to the conclusion; third, reveals the various elements of service quality evaluation customer service strategy perceived relationship between consumer attitudes and intentions between: the various elements of the evaluation of service quality customer service policy has a positive impact on relations, security, ease of use, reliability, empathy has a positive impact on consumer attitudes relations, reliability and compensatory intent on consumer behavior have a positive impact, networks consumer attitudes have a positive impact on the relationship between the behavior intention.This study aimed to explore the impact of the internet customer service strategy on consumer behavior, and to point out the existing business customer service policy deficiencies, such as consumer safety risks exist, business description is not enough product reliability, customer service professional enough, and after-sales consumer engagement is not enough, put forward the corresponding strategy to enable enterprises to improve and enhance the service to consumers.