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Lanmeng Wu,Dandan Yu,Ziyang Liu 한국무역통상학회 2020 무역통상학회지 Vol.20 No.6
In recent years, the proportion of leisure food in E-commerce platforms has kept increasing year by year for its attribute characteristics and the rapid development of E-commerce platforms, but some problems have also emerged. This paper aims at studying the influence of service quality on customer satisfaction and repurchase intention by means of specific division of service quality of E-commerce with leisure food E-commerce being an example. In this paper, the collected data is analyzed in terms of reliability and validity, factor analysis and construction of equation models in the form of questionnaires with software SPSS and AMOS. The conclusions obtained from analysis include: 1. Customers’ expectation before purchasing has a significant positive impact on consumer satisfaction. 2. The assumption that E-commerce web design has a significant positive impact on consumer satisfaction is false. 3. E-commerce logistics has a significant positive impact on consumer satisfaction. 4. The quality of e-commerce products has a significant positive impact on consumers. 5. E-commerce after-sales service has a significant positive impact on consumer satisfaction. 6. Consumer satisfaction has a significant positive impact on repurchase intention.
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Dandan Yu,Lanmeng Wu,LIUZIYANG 한국무역통상학회 2020 무역통상학회지 Vol.20 No.5
The purpose of this study is to examine the experiences of customers who go to Korea to undergo plastic surgery. This study applies the quality-of-service gap model to understand and analyze customer satisfaction and service demand and to know various measures and suggestions to improve medical services. A questionnaire survey is adopted according to the basic theory of the service quality gap model. Based on actual conditions of hospital work in Korea, the gap model of medical service quality is established. SPSS22.0 statistical package was used to analyze and process data. Results show that plastic surgery customers’ perception of medical services is higher than expected. At the same time, plastic surgery customers indicate the highest evaluation of the quality of medical services. These customers have the highest expectation of assurance in medical service quality and the lowest expectation on empathy. Among the plastic surgery clients in various age groups, the younger ones exhibit greater difference between the expected value and actual perceived value in terms of the reliability of medical service quality. Therefore, we can conclude that the service quality gap model is feasible in analyzing and improving the satisfaction of hospital patients. This model is a reliable theoretical reference that hospital administrators can use to address issues related to medical service quality.
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