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Analysis on the quality factors of B2C cross-border e-commerce service

Authors:

Fei Hou,

Yonghong Cheng,

Lingxia CaoAuthors Info & Claims

IC4E '19: Proceedings of the 10th International Conference on E-Education, E-Business, E-Management and E-Learning

Pages 281 - 286

https://doi.org/10.1145/3306500.3306503

Published: 10 January 2019 Publication History

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Abstract

B2C cross-border e-commerce service is characterized by intangibles, the simultaneous occurrence of production and consumption, strong interaction and many other distinctive features, which combine the characteristics of E-commerce activities and cross-border service activities with more complicated quality characteristics. The result shows that the number of quality factors of the service provider's service capacity, after-sales service, delivery and payment are the highest ones, but the factors such as the information provision, the purchase intention and the purchase order cannot be neglected.

References

[1]

GB/T 35408-2017: "e-commerce quality management terminology" {S}

Google Scholar

[2]

GB/T 32873-2016: "Basic information specification for e-commerce entities" {S}

Google Scholar

[3]

GB/T 19000-2016: "Quality Management System Foundation and Terminology" {S}

Google Scholar

[4]

GB/T 19004-2011: "Pursuing the continued success of the organization Quality management methods" {S}

Google Scholar

[5]

DB33/T 2031-2017: "Cross-border e-commerce import commodity information traceability management norms" {S}

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[6]

RB/T 301-2016: "Conformity Assessment General Principles of Service Certification Technology" {S}

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[7]

RB/T 314-2017: "Conformity Assessment Service Certification Model Selection and Application Guide" {S}

Google Scholar

[8]

GB/T 27000-2006: "Conformity Assessment Vocabulary and General Principles" {S}

Google Scholar

Index Terms

Analysis on the quality factors of B2C cross-border e-commerce service
1. Social and professional topics
  1. Professional topics
    1. Computing and business
      1. Computer supported cooperative work

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Published In

IC4E '19: Proceedings of the 10th International Conference on E-Education, E-Business, E-Management and E-Learning

January 2019

469 pages

ISBN:9781450366021

DOI:10.1145/3306500

Conference Chairs:
Kuan-Chou Chen
Purdue University Northwest
,
Yongsheng Ma
University of Alberta, Canada

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 10 January 2019

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China National Institute of Standardization

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IC4E 2019

IC4E 2019: 2019 10th International Conference on E-Education, E-Business, E-Management and E-Learning

January 10 - 13, 2019

Tokyo, Japan

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B2B and B2C E-commerce Platform for Mining Equipment Suppliers

Quality management of B2C e-commerce service based on human factors engineering

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Analysis on operation mode of cross-border E-commerce platforms

B2B and B2C E-commerce Platform for Mining Equipment Suppliers

Quality management of B2C e-commerce service based on human factors engineering

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