Advances in Economics, Management and Political Sciences

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

Series Vol. 35 , 10 November 2023


Open Access | Article

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

Jingni Pan * 1
1 Beihang University

* Author to whom correspondence should be addressed.

Advances in Economics, Management and Political Sciences, Vol. 35, 37-44
Published 10 November 2023. © 2023 The Author(s). Published by EWA Publishing
This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Citation Jingni Pan. Factors Influencing Consumer Satisfaction in Platform-Based Companies: A SERVQUAL Model Study in the Internet+ Era. AEMPS (2023) Vol. 35: 37-44. DOI: 10.54254/2754-1169/35/20231720.

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

References

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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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Volume Title
Proceedings of the 7th International Conference on Economic Management and Green Development
ISBN (Print)
978-1-83558-091-2
ISBN (Online)
978-1-83558-092-9
Published Date
10 November 2023
Series
Advances in Economics, Management and Political Sciences
ISSN (Print)
2754-1169
ISSN (Online)
2754-1177
DOI
10.54254/2754-1169/35/20231720
Copyright
© 2023 The Author(s)
Open Access
This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited

Copyright © 2023 EWA Publishing. Unless Otherwise Stated