The Study To Building The Sams Online Service Quality Index System Based On Servqual Model

With the rapid development of web application technology,the electronic commerce is gradually changing people's live,changing the ways of running of many industries.Especially in retail sector,online shopping has become one of the important shopping channels of consumers.In order to adapt to the changes of consumers' shopping habits,traditional retailers are expanding the e-commerce business for get more sales.This trend is more and more obvious during nearly two years.That gives a new challenge to retailers in service management.A better service quality of online shopping is a key factor for traditional retailer,to keep the high loyal customers and win the competition.So for these kinds of companies,recognizing the factors influencing the quality of online service,and finding the problems existed in the current service and find the problem,is have a great significance for improving the quality of service.In this paper,the author combines relevant results of theoretical study of service quality management,especially SERVQUAL model and e-SERVQUAL model,as well as the service blueprint theory,to explore the Sams Club online mall service quality.For this paper,first introduced the present situation and problems of Sams club online mall service,then to draw out the current network service blueprint,and to anlyze the problems inThe current service.The author preliminary build Sams Club online mall service quality index system,according to the interviews of experts and scientific principles.Then through the questionnaire survey analysis to find the key factor of Sams Club online mass service quality.At last,by a comparative study with relevant service quality of JD.COM,the author find the gap between Sams Club online mall with JD.COM in service quality.And then the author put forward the proposal for improving Sams Club online service.As Walmart also is a typical large traditional retailer,Sam Club is an important part of its retail business,the study of the factors which are influencing Sams Club online service quality,we believe that this study can help improve the service quality of electronic commerce in retail business.