Factors Influencing Consumer Satisfaction in Platform-Based Companies: A SERVQUAL Model Study in the Internet+ Era

Research Article
Open access

Factors Influencing Consumer Satisfaction in Platform-Based Companies: A SERVQUAL Model Study in the Internet+ Era

Jingni Pan 1*
  • 1 Beihang University    
  • *corresponding author panjingni0312@163.com
Published on 10 November 2023 | https://doi.org/10.54254/2754-1169/35/20231720
AEMPS Vol.35
ISSN (Print): 2754-1177
ISSN (Online): 2754-1169
ISBN (Print): 978-1-83558-091-2
ISBN (Online): 978-1-83558-092-9

Abstract

With the continuous development of Internet technology, Internet+ has become a hot topic today. In this context, companies need to pay more attention to consumer satisfaction in order to improve their market competitiveness. Therefore, this paper aims to explore the influencing factors of satisfaction in the Internet+ perspective and conduct a comparative study of different influencing factors. The purpose of this paper is to investigate the factors influencing consumer satisfaction based on the SERVQUAL model in the Internet+ perspective. Through a review of related literature, this paper summarizes the changes in consumer needs in the Internet+ perspective and the applicability of the SERVQUAL model in the Internet+ environment. Based on this, this paper constructs a research framework of consumer satisfaction influencing factors based on the SERVQUAL model and proposes the following influencing factors: service quality, price, brand image, product quality, marketing strategy, etc. At the same time, the definition of satisfaction is explained and the influencing factors of satisfaction are sorted out in this paper. Subsequently, this paper presents a detailed analysis of the influencing factors of satisfaction in the Internet+ perspective, including product quality, service quality, price, brand image, etc. This paper adopts a questionnaire survey to investigate the consumers of platform-based companies and conducts a statistical analysis of the survey results. By comparing the consumer satisfaction of the platforms, this paper derives the degree of influence of different influencing factors on satisfaction.

Keywords:

Internet+, satisfaction, SERVQUAL model, influencing factors

Pan,J. (2023). Factors Influencing Consumer Satisfaction in Platform-Based Companies: A SERVQUAL Model Study in the Internet+ Era. Advances in Economics, Management and Political Sciences,35,37-44.
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References

[1]. Wang Shengjin,and Wang Jichuan."Service Quality Evaluation Method of City Shared Bicycles Based on SERVQUAL Model." E3S Web of Conferences 236.(2021). doi:10.1051/E3SCONF/202123603022.

[2]. Hashjin A.A., Farrokhi P., and Aryankhesal A.. "Gap of services quality expectation and perception based on SERVQUAL model in the selected hospital outpatient clinics affiliated with Iran University of Medical Sciences." Journal of Health Administration 23.3(2020). doi:10.29252/JHA.23.3.55.

[3]. Shahroudi Somayeh, Arbabisarjou Azizollah, and Rahdar Omolbanin."The Perceptions of Students toward the Quality of Educational Services at Zahedan University of Medical Sciences, Based on the SERVQUAL Model during the Academic Year 2017-2018." Journal of Medical Education Development 12.33(2019). doi:10.29252/edcj.12.33.103.

[4]. HuiweiNiu, et al."SERVQUAL Model Based Evaluation Analysis of Railway Passenger Transport Service Quality in China." Journal on Big Data 1.1(2019). doi:10.32604/jbd.2019.05799.

[5]. Davinson Mosquera González, et al. "Factors associated with service quality in fitness centers based on the SERVQUAL model." Revista CEA 5.9(2019). doi:10.22430/24223182.1253.

[6]. Seyyed Mansour Kashf, et al. "Evaluation the Quality of Health Services Based on SERVQUAL Model in Ahwaz Health Care Centers, Iran." Caspian Journal of Health Research 4.1(2019).

[7]. Zun Ahmad Badruridzwanullah, et al. "Level of Satisfaction on Service Quality Dimensions Based on SERVQUAL Model Among Patients Attending 1 Malaysia Clinic in Kota Bharu, Malaysia.." Oman medical journal 33.5(2018). doi:10.5001/omj.2018.76.

[8]. Fatemeh Hashemi, et al. "Evaluation of the Quality of Hospital Services from Patients\' Perspective Based on SERVQUAL Model in a Selected Teaching Hospital in Kerman: A Case Study." (2018)4.2

[9]. Singh P. K., and Pancholi Komal. "Service Quality in Post Office Saving Banks (A Study of Investors’ Perceptions and Expectations of Udaipur City using SERVQUAL Model)." International Journal of Management Studies 5.1(2)(2018).doi:10.18843/ijms/v5i1(2)/06.

[10]. Jin-jing Li,Feng-qing Zeng, Yi-xi Li. "Customer Satisfaction Analysis of Agricultural Products E - commerce Platform Based on SERVQUAL Model." Natural and Social Science Studies 1.4(2017).

[11]. Wilian Ramalho Feitosa, et al. "A case study about the assessment of quality of services in a logistics company in the light of the SERVQUAL model." Independent Journal of Management & Production 8.5(2017). doi:10.14807/ijmp.v8i5.592.

[12]. Hoque Umma Salma, et al. "Assessing Service Quality Using SERVQUAL Model: An Empirical Study on Some Private Universities in Bangladesh." Trends in Higher Education 2.1(2023). doi:10.3390/HIGHEREDU2010013.

[13]. Sangpikul Aswin. "Acquiring an in-depth understanding of assurance as a dimension of the SERVQUAL model in regard to the hotel industry in Thailand." Current Issues in Tourism 26.3(2023). doi:10.1080/13683500.2022.2047163.

[14]. Shetty Dasharathraj K, et al. "A study of service quality in Indian public sector banks using modified SERVQUAL model." Cogent Business & Management 9.1(2022). doi:10.1080/23311975.2022.2152539.

Cite this article

Pan,J. (2023). Factors Influencing Consumer Satisfaction in Platform-Based Companies: A SERVQUAL Model Study in the Internet+ Era. Advances in Economics, Management and Political Sciences,35,37-44.

Data availability

The datasets used and/or analyzed during the current study will be available from the authors upon reasonable request.

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About volume

Volume title: Proceedings of the 7th International Conference on Economic Management and Green Development

ISBN：978-1-83558-091-2(Print) / 978-1-83558-092-9(Online)
Editor：Canh Thien Dang
Conference website: https://www.icemgd.org/
Conference date: 6 August 2023
Series: Advances in Economics, Management and Political Sciences
Volume number: Vol.35
ISSN：2754-1169(Print) / 2754-1177(Online)

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References

[1]. Wang Shengjin,and Wang Jichuan."Service Quality Evaluation Method of City Shared Bicycles Based on SERVQUAL Model." E3S Web of Conferences 236.(2021). doi:10.1051/E3SCONF/202123603022.

[2]. Hashjin A.A., Farrokhi P., and Aryankhesal A.. "Gap of services quality expectation and perception based on SERVQUAL model in the selected hospital outpatient clinics affiliated with Iran University of Medical Sciences." Journal of Health Administration 23.3(2020). doi:10.29252/JHA.23.3.55.

[3]. Shahroudi Somayeh, Arbabisarjou Azizollah, and Rahdar Omolbanin."The Perceptions of Students toward the Quality of Educational Services at Zahedan University of Medical Sciences, Based on the SERVQUAL Model during the Academic Year 2017-2018." Journal of Medical Education Development 12.33(2019). doi:10.29252/edcj.12.33.103.

[4]. HuiweiNiu, et al."SERVQUAL Model Based Evaluation Analysis of Railway Passenger Transport Service Quality in China." Journal on Big Data 1.1(2019). doi:10.32604/jbd.2019.05799.

[5]. Davinson Mosquera González, et al. "Factors associated with service quality in fitness centers based on the SERVQUAL model." Revista CEA 5.9(2019). doi:10.22430/24223182.1253.

[6]. Seyyed Mansour Kashf, et al. "Evaluation the Quality of Health Services Based on SERVQUAL Model in Ahwaz Health Care Centers, Iran." Caspian Journal of Health Research 4.1(2019).

[7]. Zun Ahmad Badruridzwanullah, et al. "Level of Satisfaction on Service Quality Dimensions Based on SERVQUAL Model Among Patients Attending 1 Malaysia Clinic in Kota Bharu, Malaysia.." Oman medical journal 33.5(2018). doi:10.5001/omj.2018.76.

[8]. Fatemeh Hashemi, et al. "Evaluation of the Quality of Hospital Services from Patients\' Perspective Based on SERVQUAL Model in a Selected Teaching Hospital in Kerman: A Case Study." (2018)4.2

[9]. Singh P. K., and Pancholi Komal. "Service Quality in Post Office Saving Banks (A Study of Investors’ Perceptions and Expectations of Udaipur City using SERVQUAL Model)." International Journal of Management Studies 5.1(2)(2018).doi:10.18843/ijms/v5i1(2)/06.

[10]. Jin-jing Li,Feng-qing Zeng, Yi-xi Li. "Customer Satisfaction Analysis of Agricultural Products E - commerce Platform Based on SERVQUAL Model." Natural and Social Science Studies 1.4(2017).

[11]. Wilian Ramalho Feitosa, et al. "A case study about the assessment of quality of services in a logistics company in the light of the SERVQUAL model." Independent Journal of Management & Production 8.5(2017). doi:10.14807/ijmp.v8i5.592.

[12]. Hoque Umma Salma, et al. "Assessing Service Quality Using SERVQUAL Model: An Empirical Study on Some Private Universities in Bangladesh." Trends in Higher Education 2.1(2023). doi:10.3390/HIGHEREDU2010013.

[13]. Sangpikul Aswin. "Acquiring an in-depth understanding of assurance as a dimension of the SERVQUAL model in regard to the hotel industry in Thailand." Current Issues in Tourism 26.3(2023). doi:10.1080/13683500.2022.2047163.

[14]. Shetty Dasharathraj K, et al. "A study of service quality in Indian public sector banks using modified SERVQUAL model." Cogent Business & Management 9.1(2022). doi:10.1080/23311975.2022.2152539.

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