Study On The Strategies Of Improving The E-Service Quality Of Cid Event From G Company

At present,more and more exhibitions introduce E-services into the exhibition stage,and exhibition users gradually regard the quality of electronic services as an important indicator of the strength of the exhibition.This article set the CID project of G company as the object,through the evaluation and research of its service quality,to find the optimization methods suitable for the target exhibition project.Different from other e-commerce industries,the E-services of exhibitions are more embodied in the combination of online and offline,and participants are always realizing his needs through self-service Therefore,the article choose E-SELFQUAL model as the research model which focuses on the construction of self-service related service quality latitude.This article conducts research based on the 4 main latitudes of the E-SELFQUAL model: perception control,service convenience,customer convenience,and service completion,and 12 subdivision factors and match and summarize into questions which is closely related to the actual application of the exhibition project.Through the statistics and analysis of the questionnaires which have been collected,it is found that users generally have a comparably low evaluation of the E-service quality of the target exhibition,and responsiveness and flexibility are the main dissatisfaction factors among users.After identifying the problem,this article focuses on the projects with lower scores in the four major latitudes,and formulates specific measures to improve the electronic service quality of the target projects in terms of management,process,and functions.And at the end of this article,from the personnel,material resources,and management process,according to the characteristics of the research enterprise and project,an implementation plan is formulated to ensure the effective implementation of various improvement measures.