【摘要】：目前,中國電子商務(wù)行業(yè)的發(fā)展十分迅速,產(chǎn)業(yè)規(guī)模已超過歐美等發(fā)達國家而處于世界領(lǐng)先地位。越來越多的企業(yè)借助電子商務(wù)實現(xiàn)轉(zhuǎn)型升級和發(fā)展飛躍,對電子商務(wù)服務(wù)有非常強烈的需求。然而,目前國內(nèi)對于電子商務(wù)服務(wù)的實證研究還很鮮見。本次研究以國內(nèi)外現(xiàn)有的電子商務(wù)服務(wù)、服務(wù)質(zhì)量、信任、采納意愿的理論研究為基礎(chǔ),構(gòu)建了以服務(wù)商質(zhì)量和服務(wù)質(zhì)量為前因變量、信任為中間變量、采納意愿為因變量的電商企業(yè)對電子商務(wù)服務(wù)采納意愿的影響因素理論模型。其中服務(wù)商質(zhì)量變量包括專業(yè)性、靈活性和服務(wù)態(tài)度三個緯度,服務(wù)質(zhì)量變量包括透明性、標(biāo)準(zhǔn)化和服務(wù)形式三個緯度。通過實地調(diào)研和網(wǎng)絡(luò)兩種途徑共收集有效問卷213份,運用統(tǒng)計分析工具SPSS 22.0對問卷進行了數(shù)據(jù)的信度和效度檢測,運用Amos 21.0對結(jié)構(gòu)方程模型進行了路徑分析,完成了假設(shè)驗證。本文的實證分析結(jié)果驗證了筆者提出的13條假設(shè)中的11條,有2條假設(shè)沒有通過驗證。服務(wù)商質(zhì)量緯度中,服務(wù)商專業(yè)性、服務(wù)態(tài)度對電商企業(yè)信任服務(wù)商以及采納電子商務(wù)服務(wù)都有顯著、正向的影響,服務(wù)商靈活性對電商企業(yè)采納電子商務(wù)服務(wù)有顯著正向影響;服務(wù)質(zhì)量緯度中,服務(wù)透明性、標(biāo)準(zhǔn)化對電商企業(yè)對信任服務(wù)商以及采納電子商務(wù)服務(wù)都有顯著正向影響,服務(wù)形式對電商企業(yè)信任服務(wù)商有顯著正向影響。沒有通過驗證的假設(shè)是:服務(wù)商靈活性對電商企業(yè)信任電子商務(wù)服務(wù)商有正向影響,服務(wù)形式對電商企業(yè)采納電子商務(wù)服務(wù)有正向影響。在第五章末,筆者對未通過檢驗的假設(shè)產(chǎn)生的原因進行了分析。本次研究主要的創(chuàng)新之處在于研究視角的創(chuàng)新,國內(nèi)進行電商企業(yè)對電子商務(wù)服務(wù)采納意愿的實證研究還屬首次。本文的研究有助于繼續(xù)探尋電子商務(wù)服務(wù)質(zhì)量與采納意愿之間的關(guān)系,并為電商企業(yè)及電子商務(wù)服務(wù)商提供一定的發(fā)展建議。
[Abstract]:At present, China's e-commerce industry is developing very rapidly, and its industrial scale has surpassed the developed countries such as Europe and America and is in the leading position in the world. More and more enterprises make use of e-commerce to realize transformation and development leap, and have very strong demand for e-commerce service. However, at present, the domestic empirical research on e-commerce services is still very rare. Based on the theoretical research of service quality, trust and willingness to adopt e-commerce, this study constructs the service provider quality and service quality as the former dependent variable and trust as the intermediate variable. A theoretical model of the factors influencing the willingness to adopt e-commerce services in e-commerce enterprises with dependent variables of willingness to adopt. The service provider quality variables include three latitudes: professionalism, flexibility and service attitude, and service quality variables include transparency, standardization and service form. A total of 213 valid questionnaires were collected through field investigation and network. The reliability and validity of the questionnaire were tested by statistical analysis tool SPSS 22.0, and the structural equation model was analyzed by Amos 21.0, and the hypothesis was verified. The empirical results of this paper verify 11 of the 13 hypotheses proposed by the author, and two of them have not been verified. In the quality latitude of service providers, the professionalism and attitude of service providers have a significant and positive impact on the trust of service providers and the adoption of e-commerce services. The flexibility of service providers has a significant positive impact on the adoption of e-commerce services by e-commerce enterprises, and in the latitude of service quality, service transparency and standardization have a significant positive impact on both trusted service providers and the adoption of e-commerce services by e-commerce enterprises. The service form has a significant positive impact on the trust service provider of e-commerce enterprises. It is assumed that the flexibility of service providers has a positive impact on the trust of e-commerce service providers, and the service form has a positive impact on the adoption of e-commerce services by e-commerce enterprises. At the end of the fifth chapter, the author analyzes the reasons why the hypothesis has not passed the test. The main innovation of this study lies in the innovation of perspective. The empirical study on the willingness of e-commerce enterprises to adopt e-commerce services in China is the first time. The research in this paper is helpful to explore the relationship between the quality of service and the willingness to adopt e-commerce, and to provide some suggestions for the development of e-commerce enterprises and e-commerce service providers.
【學(xué)位授予單位】：浙江工商大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F724.6;F274

【相似文獻】

相關(guān)期刊論文 前10條

1 廖華;;旅游電子商務(wù)服務(wù)內(nèi)容及盈利模式發(fā)展淺析[J];中國經(jīng)貿(mào)導(dǎo)刊;2010年07期

2 蘇金國;金融電子商務(wù)服務(wù)[J];上海微型計算機;2001年03期

3 龔經(jīng)強;;開創(chuàng)電子商務(wù)服務(wù)新理念[J];華夏星火;2001年10期

4 汪楠;高道全;盧焰;;對社區(qū)電子商務(wù)服務(wù)模式的思考[J];重慶石油高等�？茖W(xué)校學(xué)報;2001年02期

5 汪森;;企業(yè)選擇怎樣的電子商務(wù)服務(wù)[J];IT經(jīng)理人商業(yè)周刊　;2002年01期

6 耿建光;李安渝;;企業(yè)外部資源優(yōu)化戰(zhàn)略下的電子商務(wù)服務(wù)提供[J];計算機與應(yīng)用化學(xué);2006年02期

7 謝麗容;;飯統(tǒng)網(wǎng)臧力：玩的就是“實在”[J];互聯(lián)網(wǎng)天地;2007年10期

8 李忠美;;關(guān)于電子商務(wù)服務(wù)的探討[J];黑龍江對外經(jīng)貿(mào);2007年12期

9 張t，

本文編號：2177865