广东东软学院本科毕业设计（论文）网上购物服务质量研究分析Research and analysis of online shopping service quality广东东软学院本科毕业设计（论文）内容摘要在“互联网+”这个大的环境背景下，电商行业得到了飞速的发展。然而，电商企业在极速扩充业务的同时，也应意识到服务质量对于企业发展的重要性。本文以网上购物服务质量作为研究的切入点，通过分析服务质量和顾客满意的基本理论，并以京东作为实际案例进行网络购物服务质量与顾客满意的分析，并针对所出现的问题提出有效的解决策略，目的就是为了进一步完善京东网上购物服务质量机制，从而推动京东企业能向更高层次迈进。关键词：网络购物，服务质量，顾客满意度，京东商城广东东软学院本科毕业设计（论文）Research and analysis of online shopping service qualityAbstract: Under the background of "Internet plus", the electricity supplier industry has been developing rapidly. However, when e-commerce enterprises expand their business rapidly, they should also realize the importance of service quality for the development of enterprises. This paper takes the quality of online shopping service as the starting point of research, analyzes the basic theory of service quality and customer satisfaction, and takes Jingdong as the actual case to analyze the quality of online shopping service and customer satisfaction, and puts forward effective solutions to the problems. The purpose is to further improve the service quality mechanism of online shopping in Jingdong, so as to promote Beijing East enterprises can move forward to a higher level.Key words: online shopping,；service quality,；customer satisfaction,；Jingdong Mall目 录广东东软学院本科毕业设计（论文）1 绪论....................................................31.1 研究目的与意义.....................................31.2 文献综述...........................................31.3 本文的创新思路.....................................52.相关概念及理论..................................
