中文摘要：

定义过程质量、结果质量和服务保障为网络零售业服务质量的三个维度,并以网购顾客的满意度和忠诚度为评价依据,对网络零售业服务质量三维度进行了测量;以针对淘宝网商家服务情况的调查结果为依托,通过路径分析对过程质量、结果质量、服务保障、顾客满意度和顾客忠诚度之间相互影响的关联模型进行了实证研究。

英文摘要：

This paper defines the process quality, result quality and service assurance as the three dimensionalities of e-retail business’s service quality, and measures the three dimensionalities based on customer satisfaction and loyalty. Also, citing the seller’s service investigation on Taobao shopping website, the paper empirically studies the correlation mode of process quality, result quality, service assurance, customer satisfaction and loyalty according to the path analysis.