电商人工客服满意度研究

互联网技术的发展,使消费者的消费方式发生了巨大改变.随着网络购物交易量直线上升,电商人工客服的重要性日益凸显.本研究首次构建了电商人工客服满意度模型,就消费者对电商人工客服的满意度进行了实证分析.分析结果显示,电商人工服务的服务态度和纠纷处理能力是消费者评价电商人工客服的关键因素,并在此基础上为电商平台及开展网络营销的企业人工客服的满意度提升提出相关建议.研究的分析结果对提升电商人工客服的服务质量、顾客满意度与顾客忠诚度,具有很好的参考价值和借鉴意义.

A Study on the E-commerce Artificial Customer Service Satisfaction

With the development of Internet technology, great changes have taken place in the consumption pattern of consumers. Due to the COVID-19 factors, the volume of online shopping transactions has increased linearly, and the importance of the e-commerce artificial customer service has become increasingly prominent. This paper build a model of e-commerce artificial customer service satisfaction for the first time, and make an empirical analysis on consumers'' satisfaction with e-commerce artificial customer service. The analysis results show that the service attitude and dispute handling ability of e-commerce artificial service are the key factors for consumers to evaluate e-commerce artificial customer service. On this basis, the paper puts forward relevant suggestions for improving the satisfaction of the artificial service of the e-commerce platform and the enterprises which carrying out online marketing. The analysis results of this study will have a good reference value and significance for improving the service quality, customer satisfaction and customer loyalty of e-commerce artificial customer service.