Research on Improving the Service Quality of B2C Cross-Border E-Commerce Enterprises

DOI

10.2991/aebmr.k.191217.006How to use a DOI?

Keywords

Service quality, B2C, Cross-border e-commerce

Abstract

On the basis of reviewing the quality of service and e-commerce service quality by domestic and foreign scholars, based on the SERVQUAL service quality model and the characteristics of B2C cross-border e-commerce enterprises, the paper adjusts the five dimensions of SERVQUAL model and determines B2C. The influencing factors of service quality of cross-border e-commerce enterprises, and targeted strategies for improving service quality, aim to enable enterprises to provide high-quality customer service, while also protecting the legitimate rights and interests of consumers.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Zhan Li
AU  - Mingli Guo
PY  - 2019
DA  - 2019/12/20
TI  - Research on Improving the Service Quality of B2C Cross-Border E-Commerce Enterprises
BT  - Proceedings of the 2019 International Conference on Economic Management and Cultural Industry (ICEMCI 2019)
PB  - Atlantis Press
SP  - 30
EP  - 33
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.191217.006
DO  - 10.2991/aebmr.k.191217.006
ID  - Li2019
ER  -