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Research on Platform Service Quality Based on Customer Value Theory Network-trading

Author: LiYang
Tutor: WangHaiBin
School: Wuhan University of Technology
Course: Business management
Keywords: The quality of service of the network trading platform Customer Value Promotion Strategy
CLC: F724.6
Type: Master's thesis
Year: 2011
Downloads: 107
Quote: 0
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Abstract


An increasingly important role in society today computer networks act as a commodity trading process, various forms of Internet trading platform in the computer network, the majority of the user through a computer network trading platform for commodities trading is becoming more and more common, and thus our daily life and network trading platform increasingly close contact. Therefore, the requirements to improve the quality of service of the network trading platform is more and more urgent. In this paper, the theory of customer value, from the customer's perspective of the improvement of the quality of service of the network trading platform recommendations empirical research methods, statistical sampling of customer improvement on the quality of service of the network trading platform. The text is divided into six chapters, the first chapter of the thesis, from real life questions on the topics of the background of the study, the significance of the study method. Chapter II from the theoretical study of people starting to do comprehensive exposition of Customer Value Theory research at home and abroad, as well as a variety of services factors. Chapter III, the elaboration of the system and the type of Internet trading platform on the development status of today's Internet trading platform. The fourth chapter of B2C/C2C type of network service platform open investigation, design the pre-questionnaire. And on the basis of the pre-questionnaire survey, factor analysis to determine the impact factors of the network trading platform. This is the basis of the design a formal questionnaire, and then to distribute them to obtain comprehensive data through the network platform. Data-recovery based on the idea of ??structural equation model of Internet trading platform, network trading platform put forward a four-point assumption affect the relationship between the factors and customer service satisfaction, through data analysis, validation of the model and the assumptions, Finally, to obtain the relevant conclusions of the quality of service of the network trading platform B2C/C2C type. Chapter B2B type of network service platform in accordance with the open investigation, the pre questionnaire design, pre-questionnaire issue a recovery, data analysis, factor determining the steps to carry out the preliminary work. Determined on the basis of the analysis of the factors influencing factors of B2B online trading platform. Design a formal questionnaire, and then this is the basis of questionnaires by mail. Effective recovery of data in accordance with the idea of ??structural equation model of B2B Internet trading platform services, network trading platform at the same time affect the relationship between the factors and customer service satisfaction has proposed a four-point assumption, according to data validation, and finally obtained B2B type network The trading platform QOS conclusions.

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CLC: > Economic > Trade and Economic > China's domestic trade and economic > Circulation of commodities > E-commerce,online trading
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