| 胡梅,秦向彬.基于 BP 神经网络的网络购物业服务质量评价模型研究--以淘宝网为例[J].唐山学院学报,2014,27(6): |
| 基于 BP 神经网络的网络购物业服务质量评价模型研究--以淘宝网为例 |
| A Study of the Network Shopping Industry Service Quality Evaluation Model Based on BP Neural Network---Taking Taobao as an Example |
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| DOI： |
| 中文关键词: BP 神经网络 网络购物业 服务质量评价模式 |
| 英文关键词: BP neural network network shopping service quality evaluation mode |
| 基金项目: |
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| 摘要点击次数: 20231 |
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| 中文摘要: |
| 基于服务蓝图理论对网络购物业的服务流程进行再现,分析其中的失败点、顾客等待点、决策点、体验点等关键点,找到影响顾客感知网络购物业服务质量的主要因素。在此基础上,将各关键点进行归类分析,建立网络购物业服务质量评价指标体系和基于 BP 神经网络的网络购物业服务质量模型,并以淘宝网为例进行实证分析。结果表明,BP 神经网络较好地拟合了服务质量水平与各评价指标之间的非线性关系,并且拥有较好的预测性能。 |
| 英文摘要: |
| The authors of this paper employ the service blueprint theory to emulate the network shopping industry service processes,analyze the failures,customers waiting,decision-making, shopping experiences,and other key points,find out the main factors influencing customers’per-ception of the service quality of network shopping industry,classify the key points,establish a network shopping industry service quality evaluation index system based on BP neural network and a network shopping industry service quality model,and makes an empirical analysis of Taobao to test them.The results show that the BP neural network agrees with the nonlinear rela-tion between the service quality level and each evaluation index,and has better prediction per-formance. |
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