本文選題：OO平臺　切入點：藥店　出處：《中國藥房》2016年07期

【摘要】：目的:建立藥店線上到線下(O2O)平臺服務(wù)質(zhì)量評價模型,為平臺經(jīng)營者提高服務(wù)質(zhì)量提供參考。方法:運用SERVQUAL量表,結(jié)合我國藥店O2O平臺的發(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平臺服務(wù)質(zhì)量的初級評價指標(biāo);在此基礎(chǔ)上設(shè)計專家訪談問卷,根據(jù)問卷結(jié)果對各項指標(biāo)進行修改和賦權(quán),構(gòu)建出藥店O2O平臺服務(wù)質(zhì)量評價模型,并對模型指標(biāo)的信度和效度進行驗證。結(jié)果與結(jié)論:根據(jù)對藥店O2O平臺服務(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項一級指標(biāo)及平臺藥店數(shù)量、藥店資質(zhì)展示、藥店類型等18項二級指標(biāo)在內(nèi)的藥店O2O平臺服務(wù)質(zhì)量評價模型。經(jīng)模型指標(biāo)信度和效度驗證結(jié)果表明,該模型構(gòu)建合理,能為平臺經(jīng)營者提高服務(wù)質(zhì)量提供參考。建議后續(xù)研究充分考慮我國消費者的行為習(xí)慣、個人偏好等因素,構(gòu)建出更合適我國藥店O2O平臺服務(wù)質(zhì)量的評價模型。
[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;中國藥科大學(xué)國際醫(yī)藥商學(xué)院;
【分類號】：R95

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