Service quality of online shops and express impact on customer satisfaction #x2014; Under E-commerce environment

摘要

With the development of the Internet, online shopping has become a symbol of the times. The delivery, as the most critical part is also developed rapidly. The study of the relationship between online shops, express delivery and customer satisfaction has become a hot topic. This article analyzed the impact of online shops and express service quality from the perspective of customer satisfaction, taking college students as the main study object, using structural equation model as well as SPSS and AMOS software to analyze relevant data. The results showed empirical support for 1)both the service quality of online shops and express have positive impact on customer satisfaction and 2) the correlation coefficient between online shop and express enterprise is relatively high, then some reference opinions are provided.