论文标题
从服务质量到电子服务质量：测量，尺寸和模型
From Service Quality to E-Service Quality: Measurement, Dimensions and Model
论文作者
论文摘要
随着在线服务的全球增长，从服务质量到电子服务质量的范式转变。为了维持这种战略变化，需要衡量和评估电子服务的质量。因此，本文旨在确定电子通道的相关电子服务质量维度。目的是生成一组简洁的维度，管理人员可以用来测量电子服务质量。该论文提出了一个电子服务质量模型，其中包括七个电子服务质量维度（网站外观，易用性，可靠性，安全性，个性化，实现和响应能力）以及整体电子服务质量。该研究采用了横断面研究设计和定量研究方法。数据是通过尼日利亚拉各斯州400个电子通道用户的问卷收集的。但是，发现318份问卷的副本很有用。使用均值，频率，百分比，相关性和多元回归分析分析数据。结果表明，影响总体电子服务质量的相关电子服务质量维度是可靠性，安全性，实现，易用性和响应性。这些电子服务质量尺寸有望为管理人员提供评估和改善其电子通道服务交付的信息。
With the global increase in online services, there is a paradigm shift from service quality to e-service quality. In order to sustain this strategic change, there is need to measure and evaluate the quality of e-services. Consequently, the paper seeks to determine the relevant e-service quality dimensions for e-channels. The aim is to generate a concise set of dimensions that managers can use to measure e-service quality. The paper proposed an e-service quality model comprising seven e-service quality dimensions (website appearance, ease of use, reliability, security, personalisation, fulfilment and responsiveness) and overall e-service quality. The study employed a cross-sectional research design and quantitative research approach. The data were collected via a questionnaire from 400 e-channel users in Lagos State, Nigeria. However, 318 copies of the questionnaire were found useful. The data were analysed using mean, frequency, percentages, correlation and multiple regression analysis. The results revealed that the relevant e-service quality dimensions influencing overall e-service quality are reliability, security, fulfilment, ease of use and responsiveness. These e-service quality dimensions are expected to provide information for managers to evaluate and improve their e-channel service delivery.
