根据服务质量衡量理论和流程质量量表理论，将网站服务质量分为7个维度，提出一个关于网站服务质量和顾客满意度的假设和研究模型。通过设计问卷调查，运用SPSS统计软件对样本进行研究分析来验证假设模型。研究结果表明：网站服务质量对小粒咖啡网络营销顾客满意度存在正向显著相关；网站服务质量各维度对小粒咖啡网络营销顾客满意度影响程度各不相同。%This paper explains the website service quality into seven dimensions, and proposes hypothesis with research model between website service quality and customer satisfaction, according to the SERVQUAL model proposed by PZB and process quality scale established by Collier&Bienstock. It will collect data by questionnaire survey, then use SPSS statistical analysis software to analyze samples to verify the hypothesis model. The results show that:the website service quality on the network marketing of Arabica coffee has a significant positive correlation with the customer satisfaction;the influence from each dimension of website service quality to customer satisfaction are not identical.
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