本文選題：OO平臺(tái)　切入點(diǎn)：藥店　出處：《中國(guó)藥房》2016年07期

【摘要】：目的:建立藥店線上到線下(O2O)平臺(tái)服務(wù)質(zhì)量評(píng)價(jià)模型,為平臺(tái)經(jīng)營(yíng)者提高服務(wù)質(zhì)量提供參考。方法:運(yùn)用SERVQUAL量表,結(jié)合我國(guó)藥店O2O平臺(tái)的發(fā)展現(xiàn)狀,分析其服務(wù)在可靠性、安全性等方面的內(nèi)涵,歸納出藥店O2O平臺(tái)服務(wù)質(zhì)量的初級(jí)評(píng)價(jià)指標(biāo);在此基礎(chǔ)上設(shè)計(jì)專家訪談問(wèn)卷,根據(jù)問(wèn)卷結(jié)果對(duì)各項(xiàng)指標(biāo)進(jìn)行修改和賦權(quán),構(gòu)建出藥店O2O平臺(tái)服務(wù)質(zhì)量評(píng)價(jià)模型,并對(duì)模型指標(biāo)的信度和效度進(jìn)行驗(yàn)證。結(jié)果與結(jié)論:根據(jù)對(duì)藥店O2O平臺(tái)服務(wù)質(zhì)量在SERVQUAL量表各維度的內(nèi)涵分析和專家訪談結(jié)果,構(gòu)建出包括可靠性、安全性等5項(xiàng)一級(jí)指標(biāo)及平臺(tái)藥店數(shù)量、藥店資質(zhì)展示、藥店類型等18項(xiàng)二級(jí)指標(biāo)在內(nèi)的藥店O2O平臺(tái)服務(wù)質(zhì)量評(píng)價(jià)模型。經(jīng)模型指標(biāo)信度和效度驗(yàn)證結(jié)果表明,該模型構(gòu)建合理,能為平臺(tái)經(jīng)營(yíng)者提高服務(wù)質(zhì)量提供參考。建議后續(xù)研究充分考慮我國(guó)消費(fèi)者的行為習(xí)慣、個(gè)人偏好等因素,構(gòu)建出更合適我國(guó)藥店O2O平臺(tái)服務(wù)質(zhì)量的評(píng)價(jià)模型。
[Abstract]:Objective: to establish an evaluation model of service quality of O2O platform in pharmacies, and to provide reference for platform operators to improve the quality of service. Methods: using SERVQUAL scale, combined with the development of O2O platform of pharmacies in China, the reliability of service was analyzed. The connotation of safety and other aspects, summed up the primary evaluation indicators of the service quality of O2O platform of pharmacies, and then designed an expert interview questionnaire to modify and empower the indicators according to the results of the questionnaire. The evaluation model of O2O platform service quality of drugstore was constructed, and the reliability and validity of the model index were verified. Results and conclusion: according to the connotation analysis of O2O platform service quality in SERVQUAL scale and the result of expert interview. Five first-level indicators, including reliability, safety, and the number of platform pharmacies, as well as the demonstration of drugstore qualifications are constructed. The evaluation model of service quality of O2O platform of drugstore including 18 second-class indexes such as type of drugstore, the reliability and validity of the model are verified, and the results show that the model is reasonable. It is suggested that further research should take into account the behavior habits and personal preferences of Chinese consumers and construct a more suitable evaluation model for the service quality of O2O platform of pharmacies in China.
【作者單位】： 安徽中醫(yī)藥大學(xué)藥學(xué)院;中國(guó)藥科大學(xué)國(guó)際醫(yī)藥商學(xué)院;
【分類號(hào)】：R95

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