In recent year, B2C has gradually become the main driving force of the network shopping market development, many B2C online shopping platform weakens the differences in product and price, which intensify the competition on e-service quality among B2C online shopping platform. Therefore, this paper discusses the composition of electronic service quality model of B2C online shopping platform from the user’s perspective, combining with the analysis of literature and the trading process. And the e-service quality model, which has carried on the empirical test, determined the evaluation index of e-service quality evaluation for B2C e-commerce platform. The results of this study show that e-service quality evaluation model of B2C online shopping platform is composed of seven dimensions and twenty-nine measurement items.
Peng, Lifang; Lin, Sumin; Zhan, Hong; Liang, Shuyi; and Li, Qingxia, "E-Service Quality Model of B2C Online Shopping Platform Based on User’S Perspective" (2014). ICEB 2014 Proceedings. 44.