Research On Information Service Quality Evaluation Of Community E-commerce Customer Based On SERVQUAL

In recent years,thanks to the promotion of e-commerce and community construction through national policies,community e-commerce services have penetrated into every aspect of community residents' lives.In the process of community e-commerce development,each community e-commerce platform is fiercely competitive,and has evolved from the original product competition and price competition to the current service competition and brand competition.In the process of community e-commerce platform competition,information plays an important role.The quality of information service of community e-commerce platform affects customer satisfaction and loyalty,which affects the market share of the platform.At present,the research on the quality evaluation of community e-commerce customer information service is not comprehensive enough,and there is no unified,recognized evaluation standard and evaluation model.This paper uses the literature research method to define the concept of community e-commerce.This paper introduces the SERVQUAL service quality evaluation model and provides a theoretical basis for the construction of community e-commerce customer information service quality evaluation system.After combing the research results of information service quality evaluation,based on SERVQUAL service evaluation model,five dimensions of community e-commerce customer information service quality evaluation are constructed,which are easily,reliability,security,empathy and responsiveness,as well as a total of 22 indicators in each dimension,as far as possible to represent the community customers in all aspects of information services in the e-commerce process.The questionnaire was designed based on the evaluation indicators,and the questionnaire survey was conducted.The data analysis software SPSS was used to analyze the reliability and validity of the questionnaire to verify the scientificity of the indicators.According to the customer data,the weight calculation is carried out,and the community e-commerce customer information service quality evaluation is carried out by the combination weighting method and the fuzzy comprehensive evaluation method.According to the evaluation results,corresponding suggestions are proposed from five dimensions.In the ease of use dimension,the community e-commerce platform should continue to optimize the information service catalog and page layout;In the reliability dimension,the platform continues to provide accurate and timely information,enhance the richness and quality of information content,provide technical review and manual review beforeproviding information,avoid providing spam and false information,and conduct pre-job training for customer service.Improve the service level of customer service and ensure the quality of information services;In the security dimension,the platform needs to be built from the technical,environmental and organizational levels;In the empathy dimension,the platform should continue to implement the "people-oriented" service concept;In terms of responsiveness,while improving the response speed of customer service,it is necessary to formulate an information security plan to prevent the interruption of information services caused by unexpected events.