在线消费顾客满意影响因素的分类研究 (A Classification Study on the Factors Affecting Customer Satisfaction at Online Consumption)

Chinese Abstract: 应用双因素理论，将影响顾客满意度的因素分成决定因素、积极因素、消极因素和中立因素四类，解释了在顾客高满意度／低满意度下不同因素的不同影响程度。运用回归分析，按照影响因素的具体统计特征将其归类，区分了不同因素的重要程度并给商家提出了相应的应对措施。实证研究结果表明：产品质量、物流配送属于决定因素，显著影响顾客满意度；产品信息、购物过程、平台建设、产品种类属于积极因素；支付手段、售后服务属于消极因素；折扣促销属于中立因素。

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Year of publication:	2014
Authors:	Xiao, Haihong
Other Persons:	Ning, Lianju (contributor) ; Yan, ChunXiao (contributor)
Publisher:	[2014]: [S.l.] : SSRN

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Extent:	1 Online-Ressource (6 p)
Type of publication:	Book / Working Paper
Language:	Chinese
Notes:	In: Journal of Northeastern University (Social Science), 16(1), 2014 Nach Informationen von SSRN wurde die ursprüngliche Fassung des Dokuments January 2, 2014 erstellt
Classification:	C12 - Hypothesis Testing ; M31 - Marketing
Source:	ECONIS - Online Catalogue of the ZBW

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