C2C网店的服务质量对顾客忠诚度的影响实证分析

摘要

The paper mainly built the model and hypotheses based on previous studies using literature analysis, then collected data through a questionnaire survey and analyzed using SPSS software and also verified the quality of service on the impact of customer loyalty model, thus arriving at the conclusions and enlightenments, which could provide some reference recommendations for business households under the C2C mode.%本文根据前人的研究采用文献分析法来建立模型与提出假设，再通过问卷调查进行了数据收集，并利用SPSS软件进行分析，验证了服务质量对顾客忠诚度的影响模型，从而得出结论及启示，给C2C模式下的经营户提供了参考建议。