b2c电子商务环境下顾客关系质量影响因素的实证分析word格式论文.docxVIP

的塑造，应重点关技口碑传播;第四，在保证产品质量和价格合理的同时，丰富产品类别:第五，配送和售后问题目前依然困扰着很多顾客，企业应提升服务质量，留住顾客。最后，B2C网站应根据不同的控制变量对网络顾客进行细分，选择适合自己的目标顾客，从而进行定位。本文对于B2C企业开展电子商务活动，维系与网络顾客的关系质量具有重要的指导意义。关键词:B2C; 顾客关系质量:影响因素:对策11浙江工商大学硕士学位论文11111111111111111111111111111111111111111111111111Y1862453EMPIRICALSTUDYONAFFECTINGFACTORSOFTHECUSTOMERRELATIONSHIPQUALITYOFB2CINE-COMMERCEENVIRONMENTABSTRACTInrecentyears，with thedevelopmentofIntemettechnology，onlineshoppingbehaviorincreased，somanycompaniesbegantopaycloseattention to e-commerce，and increasing emphasis on e-commerce\ management.However，duetolackofawarenessofe幡commercebusiness，itisdifficult tomaintain ag∞dlong耐rmcustomer relationship quality，makinga1ωofe-businessbottlenecksencountered抽出eprocess.Insummingup，basedonpreviousstudies，thisstudysummarized5affectingfactorsofthecustomerrelationshipqualityoftheB2Ccorporate in e-commerce environment:company image，onlineshoppingenvironment，relationshipbenefits，servicequalit弘product.features.there ，:、山:11盯e3componentinmyresearchmodel:independentfactorthefactorsofcustomerrelationship quality，dependentfactorcustomerrelationshipqualityoftheB2Cco甲orateinφcommerceenvironment，andbuffervariables.Researchhasreceived210questionnaires toprlωessstatisticanalysisincludingdescriptionanalysis，correlationanalysis，regressionanalysis，and ANOVA.Empiricalstudyhasfound由atallfivefactorsofcustomerrelationship qualityhavepositiverelationswithcustomerrelationshipquality of B2C corporaωin e-commerce environment.Among them，-onlineshoppingenvironmentmostaffected，followedbytherelationshipbenefits，corporateimage，productfeatures，servicequality.Controlvariables : age，education，income，marriage，product category，themonthlyshoppingtripsexistsimpactoncustomerrelationshipqualityofB2C e-commerce environment.B2C corporate maintain networkcustomerrelationshipsquality ，itshouldbecommittedtothefollowingsixaspects:First，toimprovetheshoppingenvironmentofB2Cco叩orateWeb site，to provide customers with safe and convenient shoppingenvironment; second，from