Research On Service Quality Evaluation Of E-commerce Enterprises Based On Servqual-Kansei Model

With the development of e-commerce,online shopping is favored by most consumers.As a new industry,its service mode is transformed from traditional contact service into non-contact service.The transformation of service mode increases the uncertainty of service quality,which leads to the difficulty of ensuring the final quality of service.Customer satisfaction has been more and more attention of the electricity supplier companies,its improvement has become one of the most important goals of most enterprises.Customer satisfaction is related with customer perception towards the service and/or product provided.Because the service is intangible and unobservability,so it can only be felt by consumers,which also makes the quality of service evaluation is more difficult than the product quality assessment.Therefore,improving the service has to consider what customer needs and customer emotion.The integrated model with the combination of Servqual and Kansei in this paper,the analysis of the demands of customers and emotional of customers,the Servqual model is mainly used to analyze service that need to be improved,the Kansei model focuses on grasping consumer emotion(feeling),integrated model shows that the relationship between emotions and need to be improved the services.As the electricity supplier’s K enterprise is different from the traditional entity industry,its service process is more complex than the physical industry,consumer emotion occupies an important position in the service process and change at any time.In order to ensure the reliability of the results,this paper conducted two rounds of investigation,the research found that the service attribute "remedial measures to speed" has the largest gap and the least relevant number of Kansei words,so the service attribute is the most important and most urgent improvement.The integration model analyzes the existing problems of K enterprise service through two different ways of service quality and emotion through the complementarity between models,and proposes to improve the service quality of enterprises by improving the service attributes or related emotions.