Internet Shopping

Abstract and key words

[abstract] based on the forecast uncertainty theory and customer value chain thought, the article established the network shopping customer value, customer expectation and customer satisfaction structure model, the relationship between and

In the current online shopping one of the main body of college students for sample model for the empirical test. The empirical findings support theoretical models and most of the assumptions. Conclusion the yuan Ming and trading price

Procedural value and customer value, the expect of website jointly determine the customer satisfaction of online shopping, social value and the correlation of online shopping customer satisfaction, access to information, payment

Distribution and website of convenience is the most important factors that influence online customer satisfaction.

[key words] online shopping customer satisfaction influencing factors of customer value chain network

1. The introduction section

Since the 1990 s, Internet shopping has got great development, the network businessman is also increasingly fierce competition between. However, according to the American society of international customer service and e - Satisfy.com survey found that 36% of online shoppers are not satisfied with the network shopping consumer experience. China's Internet hot spot investigation report (2004) of the data is 21.1%. Exactly what are the factors to influence the customer satisfaction of online shopping? Online shopping as a new mode of shopping, the study of it has yet to form a complete theory. Existing research is: from the perspective of psychology and organizational behavior research of network shopping consumer shopping behavior; From the perspective of sociology, psychology and so on research network shopping trust mechanism;