Proceedings of the 2019 International Conference on Economic Management and Cultural Industry (ICEMCI 2019)

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

Authors
Zhan Li, Mingli Guo
Corresponding Author
Mingli Guo
Available Online 20 December 2019.
DOI
https://doi.org/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.
Open Access
This is an open access article distributed under the CC BY-NC license.

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Cite this article

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  - https://doi.org/10.2991/aebmr.k.191217.006
ID  - Li2019
ER  -