Wang Guanning. Evaluation of Service Quality in Third-party E-commerce Market Based on SERVQUAL Model. Dynamic Systems and Applications 29 (2020) No. 4, 1186 – 1197

https://doi.org/10.46719/dsa202029413

ABSTRACT.
With the continuous development and maturity of mobile network and 4 G technology, the third party e-commerce trading market is also developing rapidly. At the same time, there are higher requirements for the quality of the services provided by enterprises, so it is necessary to study the satisfaction of users with the service using the platform. Hence, this study uses the SERVQUAL model to evaluate the service quality of e-commerce trading platforms. On the basis of retaining the five dimensions of the traditional SERVQUAL model and combining the characteristics of the e-commerce trading platform, the two evaluation indexes are supplemented; the SERVQUAL model index is tested by PZB to verify the validity of the index, and the questionnaire with the quality of service index as the main content is designed and distributed. The results showed that most participants were satisfied with the service provided by the daily e-commerce third party trading platform, and the quality of the questionnaire was good and had good credibility. this study verifies that the SERVQUAL model has good effectiveness in evaluating the service quality of e-commerce platforms, provides an objective basis for e-commerce third-party platforms to adjust service strategies according to user satisfaction, and also provides a reference for future research on service quality.

Keywords: SERVQUAL model; e-commerce; third party; service