Cross-border e-commerce service quality model construction and variable relationship analysis
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Abstract
The study aims to explore the relationship between cross-border e-commerce service quality and consumer loyalty. With the goal of improving the service quality of cross-border e-commerce, combined with the theory of consumer behavior and cross-border e-commerce, the service quality model was constructed, and the relationship between the variables was analyzed. The specific issues related to the relationship between the quality of cross-border e-commerce services and consumer loyalty, switching costs, and perceived value. Utilizing quantitative analysis methods, this paper designs a variable relationship model and a questionnaire that includes measures of service quality, switching costs, perceived value, and loyalty. A total of 500 questionnaires were distributed to consumers with experience in international online commerce, and 470 valid responses were collected and analyzed. The results indicate a positive relationship between service quality in international online commerce and consumer loyalty, perceived value, and switching costs. Based on these findings, the study provides relevant research suggestions in the context of current international online commerce marketing practices.
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