{"id":31779,"date":"2023-12-07T12:50:53","date_gmt":"2023-12-07T12:50:53","guid":{"rendered":"https:\/\/masterskills.org\/blog\/chat-luong-dich-vu-mua-sam-truc-tuyen-la-gi.html"},"modified":"2023-12-23T09:39:27","modified_gmt":"2023-12-23T02:39:27","slug":"chat-luong-dich-vu-mua-sam-truc-tuyen-la-gi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/chat-luong-dich-vu-mua-sam-truc-tuyen-la-gi.html","title":{"rendered":"Ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 mua s\u1eafm tr\u1ef1c tuy\u1ebfn l\u00e0 g\u00ec?"},"content":{"rendered":"
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H\u00ecnh minh h\u1ecda (Ngu\u1ed3n: Delgarm)<\/p>\n<\/figcaption><\/figure>\n

Ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 mua s\u1eafm tr\u1ef1c tuy\u1ebfn<\/font><\/h2>\n

Kh\u00e1i ni\u1ec7m<\/b><\/p>\n

Ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 mua s\u1eafm tr\u1ef1c tuy\u1ebfn<\/b> hay g\u1ecdi t\u1eaft l\u00e0 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 tr\u1ef1c tuy\u1ebfn<\/b> trong ti\u1ebfng Anh t\u1ea1m d\u1ecbch l\u00e0: Quality of online shopping services.<\/b><\/p>\n

Ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 <\/b>(CLDV) l\u00e0 t\u1eeb m\u00e0 m\u1ecdi ng\u01b0\u1eddi \u0111\u1ec1u c\u00f3 th\u1ec3 c\u00f3 \u00fd ki\u1ebfn nh\u01b0ng kh\u00f3 c\u00f3 th\u1ec3 \u0111\u1ecbnh ngh\u0129a r\u00f5 r\u00e0ng. Gronross (1984) cho r\u1eb1ng, CLDV l\u00e0 s\u1ef1 so s\u00e1nh gi\u1eefa gi\u00e1 tr\u1ecb m\u00e0 kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i tr\u01b0\u1edbc khi s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 v\u1edbi gi\u00e1 tr\u1ecb m\u00e0 kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c khi s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5. <\/p>\n

Parasuraman et al., (1988) \u0111\u1ecbnh ngh\u0129a CLDV l\u00e0 kho\u1ea3ng c\u00e1ch gi\u1eefa s\u1ef1 mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 nh\u1eadn th\u1ee9c c\u1ee7a h\u1ecd khi \u0111\u00e3 s\u1eed d\u1ee5ng qua d\u1ecbch v\u1ee5. Theo Arun Kumar G. Et al. (2012), CLDV l\u00e0 ph\u01b0\u01a1ng th\u1ee9c ti\u1ebfp c\u1eadn quan tr\u1ecdng trong qu\u1ea3n l\u00ed kinh doanh nh\u1eb1m \u0111em l\u1ea1i s\u1ef1 h\u00e0i l\u00f2ng v\u00e0 n\u00e2ng cao kh\u1ea3 n\u0103ng c\u1ea1nh tranh, hi\u1ec7u qu\u1ea3 c\u1ee7a ng\u00e0nh.<\/p>\n

C\u00e1c h\u1ecdc gi\u1ea3 nghi\u00ean c\u1ee9u v\u1ec1\u00a0ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 tr\u1ef1c tuy\u1ebfn<\/b>\u00a0(CLDVTT) ch\u1ee7 y\u1ebfu \u0111\u1ec1 c\u1eadp \u0111\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng website (web) \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (Loiacono et al., 2000; Zeithaml et al., 2002; Barnes and Vidgen, 2002; Wolfinbarger & Gilly, 2003). <\/p>\n

B\u00ean c\u1ea1nh ch\u1ea5t l\u01b0\u1ee3ng web, Szymanski & Hise (2000); Wolfinbarger & Gilly (2003) c\u00f2n cho r\u1eb1ng, CLDVTT li\u00ean quan \u0111\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, t\u00ednh b\u1ea3o m\u1eadt, c\u00e1ch giao nh\u1eadn h\u00e0ng, kh\u1ea3 n\u0103ng giao d\u1ecbch (Szymanski & Hise, 2000; Wolfinbarger & Gilly, 2003).<\/p>\n

Th\u00e0nh ph\u1ea7n<\/font>
<\/h3>\n

Theo Parasuraman et al., (2005), CLDVTT bao g\u1ed3m 04 th\u00e0nh ph\u1ea7n nh\u01b0 t\u00ednh hi\u1ec7u qu\u1ea3 trong giao d\u1ecbch; m\u1ee9c \u0111\u1ed9 ho\u00e0n th\u00e0nh v\u1ec1 giao nh\u1eadn h\u00e0ng, t\u00ednh s\u1eb5n c\u00f3 c\u1ee7a s\u1ea3n ph\u1ea9m; ch\u1ee9c n\u0103ng k\u0129 thu\u1eadt c\u1ee7a trang web v\u00e0 quy\u1ec1n ri\u00eang t\u01b0 c\u1ee7a kh\u00e1ch h\u00e0ng. <\/p>\n

V\u0169 Huy Th\u00f4ng v\u00e0 Tr\u1ea7n Mai Trang (2013) \u0111\u00e3 x\u00e1c \u0111\u1ecbnh 04 nh\u00f3m th\u00e0nh ph\u1ea7n CLDVTT \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng mua s\u1eafm tr\u1ef1c tuy\u1ebfn bao g\u1ed3m: gi\u00e1 c\u1ee7a s\u1ea3n ph\u1ea9m, s\u1ef1 phong ph\u00fa v\u1ec1 ch\u1ee7ng lo\u1ea1i – nh\u00e3n h\u00e0ng, ch\u1ea5t l\u01b0\u1ee3ng th\u00f4ng tin c\u1ee7a trang web, ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m v\u00e0 kh\u00e2u giao h\u00e0ng.<\/p>\n

S\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 k\u1ebft qu\u1ea3 t\u1ed5ng h\u1ee3p c\u1ee7a ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m v\u00e0 gi\u00e1 (Parasuraman, 1994), l\u00e0 tr\u1ea1ng th\u00e1i t\u00e2m l\u00ed d\u1eabn \u0111\u1ebfn nh\u1eefng k\u00ec v\u1ecdng v\u1ec1 s\u1ea3n ph\u1ea9m, d\u1ecbch v\u1ee5 tr\u01b0\u1edbc khi kh\u00e1ch h\u00e0ng mua (Oliver, 1997). <\/p>\n

Ngo\u00e0i ra, nh\u1eadn th\u1ee9c c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng v\u1ec1 s\u1ef1 ti\u1ec7n l\u1ee3i c\u1ee7a mua s\u1eafm tr\u1ef1c tuy\u1ebfn (s\u1ea3n ph\u1ea9m \u0111\u01b0\u1ee3c cung c\u1ea5p v\u00e0 th\u00f4ng tin s\u1ea3n ph\u1ea9m), thi\u1ebft k\u1ebf trang web v\u00e0 t\u00ednh b\u1ea3o m\u1eadt \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng trong \u0111\u00e1nh gi\u00e1 s\u1ef1 h\u00e0i l\u00f2ng v\u1ec1 mua s\u1eafm tr\u1ef1c tuy\u1ebfn (Szymanski v\u00e0 Hise, 2000).<\/p>\n

Theo nghi\u00ean c\u1ee9u c\u1ee7a Guo et al. (2012), s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi d\u1ecbch v\u1ee5 tr\u1ef1c tuy\u1ebfn l\u00e0 do \u1ea3nh h\u01b0\u1edfng c\u1ee7a vi\u1ec7c thi\u1ebft k\u1ebf trang web, t\u00ednh b\u1ea3o m\u1eadt, ch\u1ea5t l\u01b0\u1ee3ng th\u00f4ng tin, ph\u01b0\u01a1ng th\u1ee9c thanh to\u00e1n, ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 \u0111i\u1ec7n t\u1eed, ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m, s\u1ef1 \u0111a d\u1ea1ng c\u1ee7a s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 giao h\u00e0ng. <\/p>\n

\u0110o l\u01b0\u1eddng m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 r\u1ea5t quan tr\u1ecdng \u0111\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p v\u00ec s\u1ef1 h\u00e0i l\u00f2ng v\u1ec1 s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 s\u1ebd \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn c\u00e1c quy\u1ebft \u0111\u1ecbnh c\u1ee7a kh\u00e1ch h\u00e0ng c\u00f3 n\u00ean ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p n\u1eefa hay kh\u00f4ng.<\/p>\n

(T\u00e0i li\u1ec7u tham kh\u1ea3o: Nh\u00e2n t\u1ed1 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 tr\u1ef1c tuy\u1ebfn \u1edf Ti\u1ec1n Giang, ThS. Phan Th\u1ecb C\u1ea9m H\u1ed3ng, T\u1ea1p ch\u00ed C\u00f4ng th\u01b0\u01a1ng )<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n Ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 mua s\u1eafm tr\u1ef1c tuy\u1ebfn l\u00e0 y\u1ebfu t\u1ed1 c\u1ea7n ch\u00fa \u00fd \u0111\u1ec3 ph\u00e1t tri\u1ec3n m\u1ed9t c\u00e1ch b\u1ec1n v\u1eefng m\u00f4 h\u00ecnh kinh doanh tr\u1ef1c tuy\u1ebfn.\n <\/div>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[418],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/31779"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=31779"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/31779\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=31779"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=31779"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=31779"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}