美团团购网站服务质量研究(2)
Meituan is the first established group-buying website since March, 2010. Its principle is that the customers’ profit is superior to their owns. At present, Meituan has extended their range to more than 100 cities in the whole county. In 2014, the Meituan’s turnover exceeded to 46 billion yuan, representing an increase of more than 180% compared with 2013. Last year, it accounted for more than 60% market shares. To some extent, its success depends on their emphasis on the service quality. It provides high minded goods and services with a large discount. And the after-sale service is also its competitive power. It supports a rule that you can get the refund at any time, only if you have not consumed.
1.2 Significance of the research
Some researchers have tried to propose service quality models, like Multilevel model, Nordic model, Servperf model, and Servqual model. These models are widely used in service management researches, but the models are critiqued as they need to be adjusted to some certain factors. For example, the Servqual model is critiqued because of the stability of the service quality dimensions the model proposed. Researchers who tested the service quality dimensions of Servqual model found the number of the dimensions can be different depending on the service industry characteristics.
When it comes to the dimensions of the service quality about the group-buying websites, this paper would analyze it from six aspects. They are the website design, safety, reliability, responsiveness,compensatory and commodity. And then suggestions will also be put forward about how to raise the service quality of group-buying website.