文献类型：期刊文献

英文题名：Research on Experience Evaluation of Taobao Shopping Platform Service

作者：Fang, Tianhong[1]; Sun, Hongyu[1]

机构：[1] School of Art Design and Media, East China University of Science and Technology, Shanghai, China

年份：2021

卷号：12783 LNCS

起止页码：43

外文期刊名：Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

收录：EI(收录号：20213310758074)

语种：英文

外文关键词：Electronic commerce - Quality control - Decision making - Semantics

摘要：In China, the user base of Online shopping platforms is huge and increasing year by year. In order to provide users with a better service experience, it is increasingly important for online shopping platforms to take the user’s evaluation of service experience as an important standard to evaluate their own service quality and to provide user centered service design. From the perspective of service design, taking Taobao, the largest shopping platform in China, as an example, this article analyzes and summarizes the online shopping service process, touch point, and the service indicator, and after that, uses Semantic Difference (SD) to analyze the main stakeholders – consumers’ subjective feeling on service indicators, and gets the perceptual evaluation on each indicator of online shopping service. At the same time, Factor analysis is used to construct a service experience evaluation model of shopping platform with 23 specific indicators. Besides, Analytic hierarchy process (AHP) is used to analyze the weight of the score of each service indicator to provide suggestions for future service improvement. At last, it is also found that there is little difference in the overall perception of service indicators among consumers with different genders and ages, but the difference is significant between the users with different between shopping frequencies. In conclusion, this article constructs an experience evaluation model of online shopping service by studying the relevant indicators that affect online shopping customer experience, which would provide some reference for service designers and decision makers to improve online shopping service experience. ? 2021, Springer Nature Switzerland AG.