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来源：百度知道 编辑：UC知道 时间：2024/06/19 17:17:02
Reliability
Reliability represents the ability of the web site to fulfill orders correctly, deliver promptly, and keep personal information secure (Parasuraman et al., 1988; Janda et al., 2002; Kim and Lee, 2002). The importance of reliability has been emphasized by the information technology-based service. Moreover, Zhu et al. (2002) argued that reliability dimension has a direct positive effect on perceived service quality and customer satisfaction by electronic banking systems. Online stores must provide mistake-free service and secure online transactions to make customers feel comfortable using online shopping. The following hypotheses thus are proposed.
H2a. Reliability in an online store positively influences overall service quality.
H2b. Reliability in an online store positively influences customer satisfaction.
Responsiveness
Customers expect online stores to respond to their inquires promptly (Liao and Cheung, 2002). Re
Reliability represents the ability of the web site to fulfill orders correctly, deliver promptly, and keep personal information secure (Parasuraman et al., 1988; Janda et al., 2002; Kim and Lee, 2002). The importance of reliability has been emphasized by the information technology-based service. Moreover, Zhu et al. (2002) argued that reliability dimension has a direct positive effect on perceived service quality and customer satisfaction by electronic banking systems. Online stores must provide mistake-free service and secure online transactions to make customers feel comfortable using online shopping. The following hypotheses thus are proposed.
H2a. Reliability in an online store positively influences overall service quality.
H2b. Reliability in an online store positively influences customer satisfaction.
Responsiveness
Customers expect online stores to respond to their inquires promptly (Liao and Cheung, 2002). Re
可靠性
可靠性代表的能力， Web站点，以满足订单正确，提供迅速，并保持个人信息的安全（巴拉苏罗等。 ， 1988年;扬等人。 ， 2002 ;金，李， 2002年） 。可靠性的重要性，强调了信息技术为基础的服务。此外，朱等人。 （ 2002 ）认为，可靠性方面有直接的积极影响感知服务质量和客户满意度的电子银行系统。网上商店必须提供错误，免费服务和安全的网上交易，使客户感到放心使用网上购物。以下假设从而建议。
H2a 。可靠性的一个在线商店积极影响整体服务质量。
H2b 。可靠性的一个在线商店积极影响客户满意度。
响应
客户希望网上商店来回应他们的询问迅速（廖及长， 2002年） 。响应介绍了如何往往一个在线商店自愿提供服务（如客户的查询，信息检索和导航速度）这是很重要的客户（巴拉苏罗等。 ， 1988年;杨， 2001年;金，李， 2002年） 。研究人员研究的响应基于Web的服务突出的重要性，感知服务质量和客户满意度（杨和2002年06月;朱等人。 ， 2002年） 。以下假设从而建议。
H3a 。反应设计一个在线商店积极影响整体服务质量。
H3b 。回应在一个在线商店积极影响客户满意度。