The Influence of E-service Quality on Consumer's Satisfaction and WOM

机译：电子服务质量对消费者满意度和WOM的影响

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The paper used the Parasuramanȁ9;s E-S-QAUL model to research that e-service quality how to influence the customerȁ9;s satisfaction and word of moth. We draw the conclusion that the e-recovery service quality and e-core service quality correlate significantly with customerȁ9;s satisfaction and word of mouth, and put forward suggests with which online enterprises improve service quality.

机译：本文使用Parasuramanȁ9的E-S-QAUL模型研究了电子服务质量如何影响客户ȁ9的满意度和防线。我们得出的结论是，电子恢复服务质量和电子核心服务质量与客户ȁ9的满意度和口碑密切相关，并提出了在线企业提高服务质量的建议。

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来源
《2010 Second International Conference on Multimedia and Information Technology (MMIT 2010)》|2010年|P.172-175|共4页
会议地点 Kaifeng(CN);Kaifeng(CN)
作者
Sheng-Qiang Lai; Xue-Mei Tang;
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原文格式 PDF
正文语种 eng
中图分类 P37;
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The Influence of E-service Quality on Consumer's Satisfaction and WOM

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