社会化商务电子服务质量对顾客契合的影响机理研究

社会化商务电子服务质量对顾客契合的影响机理研究一、本文概述Overviewofthisarticle随着信息技术的飞速发展，电子商务已经渗透到人们生活的各个角落，改变了传统的商业模式和消费习惯。其中，社会化商务作为一种新兴的电子商务模式，正逐渐受到广泛关注。社会化商务不仅将社交网络和电子商务相结合，让消费者在购物的享受社交的乐趣，还通过用户的互动和参与，提高了电子商务的服务质量。然而，服务质量作为影响消费者满意度和忠诚度的关键因素，其对社会化商务中顾客契合的影响机理尚需深入研究。Withtherapiddevelopmentofinformationtechnology,e-commercehaspenetratedintoeverycornerofpeople'slives,changingtraditionalbusinessmodelsandconsumptionhabits.Amongthem,socialcommerce,asanemerginge-commercemodel,isgraduallyreceivingwidespreadattention.Socialcommercenotonlycombinessocialnetworkswithe-commerce,allowingconsumerstoenjoythepleasureofsocializingwhileshopping,butalsoimprovestheservicequalityofe-commercethroughuserinteractionandparticipation.However,asakeyfactoraffectingconsumersatisfactionandloyalty,theimpactmechanismofservicequalityoncustomerfitinsocialcommercestillneedsfurtherresearch.本文旨在探讨社会化商务电子服务质量对顾客契合的影响机理。通过文献综述和实证分析，本文将从电子服务质量的多个维度出发，如信息质量、交互质量、个性化服务、安全性等，分析它们如何影响顾客的满意度、信任感、归属感等心理和行为因素，进而探讨这些因素如何促进顾客契合的形成和提升。本文还将考虑消费者个体差异、网络环境等因素的调节作用，以更全面、深入地揭示社会化商务电子服务质量与顾客契合之间的关系。Thisarticleaimstoexplorethemechanismbywhichthequalityofsocialcommerceelectronicservicesaffectscustomerfit.Throughliteraturereviewandempiricalanalysis,thisarticlewillstartfrommultipledimensionsofelectronicservicequality,suchasinformationquality,interactionquality,personalizedservices,security,etc.,toanalyzehowtheyaffectpsychologicalandbehavioralfactorssuchascustomersatisfaction,trust,andbelonging,andthenexplorehowthesefactorspromotetheformationandimprovementofcustomerfit.Thisarticlewillalsoconsiderthemoderatingeffectsofindividualconsumerdifferences,networkenvironment,andotherfactorstomorecomprehensivelyanddeeplyrevealtherelationshipbetweenthequalityofsocialcommerceelectronicservicesandcustomerfit.本文的研究不仅有助于深化对社会化商务电子服务质量与顾客契合关系的理解，还能为电子商务企业提升服务质量、增强顾客契合提供理论支持和实践指导。本文的研究方法和结论也可为其他领域的研究提供参考和借鉴。Thisstudynotonlyhelpstodeepentheunderstandingoftherelationshipbetweenthequalityofsocialcommerceelectronicservicesandcustomerfit,butalsoprovidestheoreticalsupportandpracticalguidancefore-commerceenterprisestoimproveservicequalityandenhancecustomerfit.Theresearchmethodsandconclusionsofthisarticlecanalsoprovidereferenceandinspirationforresearchinotherfields.二、理论基础与文献综述TheoreticalBasisandLiteratureReview随着互联网的深入发展和广泛应用，社会化商务电子服务逐渐崭露头角，成为电子商务领域的一大研究热点。社会化商务电子服务不仅提供了商品和服务的交易平台，更通过社交元素的融入，使用户在交易过程中能够形成互动、分享和交流的社区环境。这种新型的商务模式不仅改变了消费者的购物习惯，也为企业与消费者之间建立了更为紧密的联系。Withthein-depthdevelopmentandwideapplicationoftheInternet,socialbusinesselectronicserviceshavegraduallyemergedasaresearchhotspotinthefieldofe-commerce.Socialcommerceelectronicservicesnotonlyprovideatradingplatformforgoodsandservices,butalsointegratesocialelementstocreateacommunityenvironmentforuserstointeract,share,andcommunicateduringthetransactionprocess.Thisnewbusinessmodelnotonlychangesconsumershoppinghabits,butalsoestablishesacloserconnectionbetweenenterprisesandconsumers.在理论基础上，本文主要借鉴了服务质量理论、顾客契合理论以及两者之间的交互作用理论。服务质量理论强调服务提供者应当满足或超越顾客的期望，通过提高服务质量和效率，增强顾客的满意度和忠诚度。顾客契合理论则关注顾客与企业之间的情感联系和行为互动，强调通过提升顾客参与度和社区归属感，实现企业与顾客的共同成长。Onthetheoreticalbasis,thisarticlemainlydrawsonthetheoriesofservicequality,customerfit,andtheinteractionbetweenthetwo.Theservicequalitytheoryemphasizesthatserviceprovidersshouldmeetorexceedcustomerexpectations,enhancecustomersatisfactionandloyaltybyimprovingservicequalityandefficiency.Thecustomerfittheoryfocusesontheemotionalconnectionandbehavioralinteractionbetweencustomersandbusinesses,emphasizingthecommongrowthofbusinessesandcustomersbyenhancingcustomerengagementandcommunitybelonging.在文献综述方面，本文梳理了国内外关于社会化商务电子服务质量与顾客契合的相关研究。关于社会化商务电子服务质量的研究，学者们普遍认为服务质量是影响顾客满意度和忠诚度的关键因素，而服务质量的高低则取决于服务提供者能否满足顾客的期望和需求。关于顾客契合的研究，现有文献指出顾客契合是企业与顾客之间建立长期、稳定关系的基础，通过提高顾客参与度和社区归属感，可以有效提升顾客的忠诚度和满意度。关于社会化商务电子服务质量与顾客契合的关系研究，现有文献表明两者之间存在着密切的联系，高质量的服务能够提升顾客的契合度，而顾客的契合度又能够进一步促进服务质量的提升。Intermsofliteraturereview,thisarticlereviewsrelevantresearchonthequalityofsocialcommerceelectronicservicesandcustomerfitbothdomesticallyandinternationally.Regardingtheresearchonthequalityofsocialcommerceelectronicservices,scholarsgenerallybelievethatservicequalityisakeyfactoraffectingcustomersatisfactionandloyalty,andthelevelofservicequalitydependsonwhetherserviceproviderscanmeetcustomerexpectationsandneeds.Regardingresearchoncustomerfit,existingliteraturesuggeststhatcustomerfitisthefoundationforestablishinglong-termandstablerelationshipsbetweenbusinessesandcustomers.Byincreasingcustomerengagementandcommunitybelonging,customerloyaltyandsatisfactioncanbeeffectivelyenhanced.Researchontherelationshipbetweenthequalityofsocialcommerceelectronicservicesandcustomerfitshowsthatthereisacloserelationshipbetweenthetwo.Highqualityservicescanenhancecustomerfit,andcustomerfitcanfurtherpromotetheimprovementofservicequality.本文将在现有理论和文献的基础上，深入探讨社会化商务电子服务质量对顾客契合的影响机理，为企业提升服务质量和顾客契合度提供理论支持和实践指导。Onthebasisofexistingtheoriesandliterature,thisarticlewilldelveintotheimpactmechanismofsocialcommerceelectronicservicequalityoncustomerfit,providingtheoreticalsupportandpracticalguidanceforenterprisestoimproveservicequalityandcustomerfit.三、研究假设与模型构建Researchhypothesesandmodelconstruction随着电子商务的快速发展，社会化商务作为电子商务的一种新形态，正逐渐受到广泛关注。在社会化商务环境中，电子服务质量对顾客契合的影响机理成为学术界和企业界关注的焦点。本研究旨在深入探讨社会化商务电子服务质量对顾客契合的影响机理，并构建相应的理论模型。Withtherapiddevelopmentofe-commerce,socialcommerce,asanewformofe-commerce,isgraduallyreceivingwidespreadattention.Inthesocializedbusinessenvironment,theimpactmechanismofelectronicservicequalityoncustomerfithasbecomeafocusofattentionintheacademicandbusinesscommunities.Theaimofthisstudyistoexploreindepththeimpactmechanismofsocialcommerceelectronicservicequalityoncustomerfit,andtoconstructacorrespondingtheoreticalmodel.我们假设社会化商务电子服务质量对顾客契合具有显著影响。电子服务质量的高低直接关系到顾客的购物体验和满意度，进而影响顾客的忠诚度和参与度。因此，我们预期电子服务质量越高，顾客的契合度也将越高。Weassumethatthequalityofsocialcommerceelectronicserviceshasasignificantimpactoncustomerfit.Thequalityofelectronicservicesisdirectlyrelatedtotheshoppingexperienceandsatisfactionofcustomers,whichinturnaffectstheirloyaltyandparticipation.Therefore,weexpectthatthehigherthequalityofelectronicservices,thehigherthecustomerfit.我们进一步假设电子服务质量的各个维度（如信息质量、系统质量、交互质量和服务质量）对顾客契合的影响是不同的。不同维度的电子服务质量可能对顾客契合产生不同的作用机制和影响程度。例如，信息质量可能直接影响顾客的购物决策和满意度，而交互质量则可能影响顾客的参与度和忠诚度。Wefurtherassumethatthevariousdimensionsofelectronicservicequality(suchasinformationquality,systemquality,interactionquality,andservicequality)havedifferentimpactsoncustomerfit.Differentdimensionsofelectronicservicequalitymayhavedifferentmechanismsanddegreesofimpactoncustomerfit.Forexample,informationqualitymaydirectlyaffectcustomershoppingdecisionsandsatisfaction,whileinteractionqualitymayaffectcustomerengagementandloyalty.基于以上假设，我们构建了社会化商务电子服务质量对顾客契合影响机理的理论模型。该模型以电子服务质量为核心，包括信息质量、系统质量、交互质量和服务质量四个维度。这四个维度通过直接影响顾客的购物体验和满意度，进而间接影响顾客的契合度。模型还考虑了其他可能影响顾客契合的因素，如顾客的个人特征、购物动机等。Basedontheaboveassumptions,wehaveconstructedatheoreticalmodeloftheimpactmechanismofsocialcommerceelectronicservicequalityoncustomerfit.Thismodelfocusesonthequalityofelectronicservices,includingfourdimensions:informationquality,systemquality,interactionquality,andservicequality.Thesefourdimensionsdirectlyaffecttheshoppingexperienceandsatisfactionofcustomers,andindirectlyaffecttheirfit.Themodelalsoconsidersotherfactorsthatmayaffectcustomerfit,suchascustomerpersonalcharacteristics,shoppingmotivation,etc.通过构建这一理论模型，我们期望能够更深入地理解社会化商务电子服务质量对顾客契合的影响机理，为企业提升电子服务质量、增强顾客契合度提供理论支持和实践指导。接下来，我们将通过实证研究方法对该模型进行验证和完善。Byconstructingthistheoreticalmodel,wehopetogainadeeperunderstandingoftheimpactmechanismofsocialcommerceelectronicservicequalityoncustomerfit,andprovidetheoreticalsupportandpracticalguidanceforenterprisestoimproveelectronicservicequalityandenhancecustomerfit.Next,wewillvalidateandimprovethemodelthroughempiricalresearchmethods.四、研究方法与数据收集Researchmethodsanddatacollection本研究旨在深入探讨社会化商务电子服务质量对顾客契合的影响机理。为此，我们采用了一种综合的研究方法，包括文献综述、问卷调查和统计分析。通过这些方法，我们期望能够全面、系统地理解社会化商务电子服务质量与顾客契合之间的关系。Theaimofthisstudyistoexploreindepththeimpactmechanismofsocialcommerceelectronicservicequalityoncustomerfit.Forthispurpose,weadoptedacomprehensiveresearchmethod,includingliteraturereview,questionnairesurvey,andstatisticalanalysis.Throughthesemethods,wehopetohaveacomprehensiveandsystematicunderstandingoftherelationshipbetweenthequalityofsocialcommerceelectronicservicesandcustomerfit.我们进行了广泛的文献综述，梳理了国内外关于社会化商务电子服务质量和顾客契合的相关研究，为后续研究提供了理论基础。在文献综述的基础上，我们构建了一个理论模型，提出了研究假设。Weconductedanextensiveliteraturereviewandsortedoutrelevantresearchonthequalityofsocialcommerceelectronicservicesandcustomerfitbothdomesticallyandinternationally,providingatheoreticalbasisforsubsequentresearch.Basedontheliteraturereview,weconstructedatheoreticalmodelandproposedresearchhypotheses.为了验证理论模型和假设，我们设计了一份问卷调查。问卷内容包括对社会化商务电子服务质量的评价、顾客契合度的测量以及相关的人口统计学信息。为了确保问卷的有效性和可靠性，我们参考了已有的成熟量表，并对部分内容进行了适当的修改和补充。在正式调查之前，我们还进行了预测试，对问卷进行了信度和效度的检验。Tovalidatethetheoreticalmodelandhypotheses,wedesignedaquestionnairesurvey.Thequestionnaireincludesanevaluationofthequalityofsocialcommerceelectronicservices,measurementofcustomerfit,andrelevantdemographicinformation.Toensurethevalidityandreliabilityofthequestionnaire,wereferredtoexistingmaturescalesandmadeappropriatemodificationsandsupplementstosomeofthecontent.Beforetheformalinvestigation,wealsoconductedapre-testtotestthereliabilityandvalidityofthequestionnaire.我们采用了统计分析的方法对收集到的数据进行了处理和分析。具体来说，我们使用了描述性统计、因子分析、相关分析和回归分析等方法，对数据进行了深入的挖掘和分析。通过这些统计分析，我们希望能够揭示社会化商务电子服务质量对顾客契合的影响机理，以及各因素之间的相互作用关系。Weusedstatisticalanalysismethodstoprocessandanalyzethecollecteddata.Specifically,weemployedmethodssuchasdescriptivestatistics,factoranalysis,correlationanalysis,andregressionanalysistoconductin-depthdataminingandanalysis.Throughthesestatisticalanalyses,wehopetorevealthemechanismoftheimpactofsocialcommerceelectronicservicequalityoncustomerfit,aswellastheinterrelationshipsbetweenvariousfactors.在数据收集方面，我们主要通过网络平台和社交媒体发放问卷。为了确保样本的多样性和代表性，我们尽可能地覆盖了不同年龄段、性别、职业和地区的受访者。我们还对问卷填写时间进行了限制，以避免重复填写和无效数据。最终，我们共收集到了有效问卷份，为后续的数据分析提供了充足的数据支持。Intermsofdatacollection,wemainlydistributequestionnairesthroughonlineplatformsandsocialmedia.Toensurethediversityandrepresentativenessofthesample,wehavecoveredrespondentsfromdifferentagegroups,genders,occupations,andregionsasmuchaspossible.Wehavealsolimitedthetimeforfillingoutthequestionnairetoavoidduplicatefillingandinvaliddata.Intheend,wecollectedatotalofvalidquestionnaires,providingsufficientdatasupportforsubsequentdataanalysis.五、数据分析与假设检验Dataanalysisandhypothesistesting本研究采用问卷调查的方式收集数据，共发放问卷500份，有效回收468份，有效回收率为6%。问卷设计涵盖了社会化商务电子服务质量、顾客契合及其相关维度等多个方面的测量题项。数据分析主要运用SPSS和AMOS软件，通过描述性统计分析、信度效度分析、相关分析和结构方程模型等方法，对研究假设进行检验。Thisstudycollecteddatathroughaquestionnairesurvey,withatotalof500questionnairesdistributedand468effectivelycollected,withaneffectiveresponserateof6%.Thequestionnairedesigncoversmultiplemeasurementitems,includingthequalityofsocialcommerceelectronicservices,customerfit,andrelateddimensions.DataanalysismainlyusesSPSSandAMOSsoftwaretotestresearchhypothesesthroughdescriptivestatisticalanalysis,reliabilityandvalidityanalysis,correlationanalysis,andstructuralequationmodeling.进行描述性统计分析，了解样本的基本情况和各变量的分布情况。接着，进行信度效度分析，以验证问卷测量结果的可靠性和有效性。结果表明，各变量的Cronbach'sAlpha系数均大于7，表明问卷具有较高的信度；同时，通过因子分析验证了问卷的结构效度，各变量的因子载荷均大于5，且累计方差贡献率超过60%，表明问卷具有较好的效度。Conductdescriptivestatisticalanalysistounderstandthebasicsituationofthesampleandthedistributionofvariousvariables.Next,conductreliabilityandvalidityanalysistoverifythereliabilityandvalidityofthequestionnairemeasurementresults.TheresultsshowthattheCronbach'sAlphacoefficientsofeachvariableareallgreaterthan7,indicatingthatthequestionnairehashighreliability;Atthesametime,thestructuralvalidityofthequestionnairewasverifiedthroughfactoranalysis.Thefactorloadingsofeachvariablewereallgreaterthan5,andthecumulativevariancecontributionrateexceeded60%,indicatingthatthequestionnairehasgoodvalidity.在相关分析中，本研究探讨了社会化商务电子服务质量、顾客契合及其各维度之间的相关关系。结果表明，社会化商务电子服务质量与顾客契合及其各维度均存在显著正相关关系，初步验证了研究假设。Intherelevantanalysis,thisstudyexploresthecorrelationbetweenthequalityofsocialcommerceelectronicservices,customerfit,andtheirvariousdimensions.Theresultsindicatethatthereisasignificantpositivecorrelationbetweenthequalityofsocialcommerceelectronicservicesandcustomerfit,aswellasalldimensions,whichpreliminarilyverifiestheresearchhypothesis.为了进一步探究各变量之间的因果关系，本研究采用结构方程模型进行假设检验。模型拟合度良好，各路径系数均达到显著水平。结果表明，社会化商务电子服务质量对顾客契合具有显著正向影响，且各维度对顾客契合的影响程度存在差异。其中，信息质量、系统质量和交互质量对顾客契合的影响较大，而个性化服务和隐私保护对顾客契合的影响相对较小。本研究还发现顾客满意在社会化商务电子服务质量与顾客契合之间起到中介作用，即社会化商务电子服务质量通过提高顾客满意进而影响顾客契合。Inordertofurtherexplorethecausalrelationshipsbetweenvariables,thisstudyusedstructuralequationmodelingforhypothesistesting.Themodelhasagoodfit,andthecoefficientsofeachpathhavereachedasignificantlevel.Theresultsindicatethatthequalityofsocialcommerceelectronicserviceshasasignificantpositiveimpactoncustomerfit,andthedegreeofinfluenceofeachdimensiononcustomerfitvaries.Amongthem,informationquality,systemquality,andinteractionqualityhaveasignificantimpactoncustomerfit,whilepersonalizedservicesandprivacyprotectionhavearelativelysmallimpactoncustomerfit.Thisstudyalsofoundthatcustomersatisfactionplaysamediatingrolebetweenthequalityofsocialcommerceelectronicservicesandcustomerfit,thatis,thequalityofsocialcommerceelectronicservicesaffectscustomerfitbyimprovingcustomersatisfaction.本研究通过数据分析验证了社会化商务电子服务质量对顾客契合的影响机理，并揭示了各维度对顾客契合的不同影响程度。这些结果为提高社会化商务电子服务质量和促进顾客契合提供了有益的启示和建议。Thisstudyverifiedthemechanismoftheimpactofsocialcommerceelectronicservicequalityoncustomerfitthroughdataanalysis,andrevealedthedifferentdegreesofimpactofeachdimensiononcustomerfit.Theseresultsprovideusefulinsightsandsuggestionsforimprovingthequalityofsocialcommerceelectronicservicesandpromotingcustomerfit.六、研究结果与讨论Researchfindingsanddiscussions本研究通过对社会化商务电子服务质量与顾客契合之间的关系进行深入探讨，得出了一系列有意义的研究结果。以下将对这些结果进行详细的阐述与讨论。Thisstudyconductedanin-depthexplorationoftherelationshipbetweenthequalityofsocialcommerceelectronicservicesandcustomerfit,andobtainedaseriesofmeaningfulresearchresults.Thefollowingwillprovideadetailedexplanationanddiscussionoftheseresults.本研究发现社会化商务电子服务质量对顾客契合具有显著的正向影响。这一结果验证了我们的研究假设，并与社会化商务领域的相关研究相一致。具体而言，社会化商务电子服务质量越高，顾客的满意度和忠诚度就越高，从而更容易形成持续的顾客契合。这一发现对于电子商务企业具有重要的指导意义，提醒企业在开展社会化商务活动时，应注重提高电子服务质量，以更好地满足顾客需求，提升顾客契合度。Thisstudyfoundthatthequalityofsocialcommerceelectronicserviceshasasignificantpositiveimpactoncustomerfit.Thisresultvalidatesourresearchhypothesisandisconsistentwithrelevantresearchinthefieldofsocialcommerce.Specifically,thehigherthequalityofsocialcommerceelectronicservices,thehighercustomersatisfactionandloyalty,makingiteasiertoformsustainedcustomerfit.Thisdiscoveryhasimportantguidingsignificancefore-commerceenterprises,remindingthemtopayattentiontoimprovingthequalityofelectronicserviceswhencarryingoutsocialbusinessactivities,inordertobettermeetcustomerneedsandenhancecustomerfit.本研究进一步探讨了社会化商务电子服务质量对顾客契合的影响机理。通过实证分析，我们发现社会化商务电子服务质量主要通过顾客满意度和信任感这两个中介变量来影响顾客契合。具体而言，高质量的社会化商务电子服务能够提升顾客的满意度和信任感，进而促进顾客与企业之间的紧密关系，形成顾客契合。这一发现为我们揭示了社会化商务电子服务质量与顾客契合之间的内在联系，为企业制定有效的营销策略提供了理论依据。Thisstudyfurtherexploresthemechanismbywhichthequalityofsocialcommerceelectronicservicesaffectscustomerfit.Throughempiricalanalysis,wefoundthatthequalityofsocialcommerceelectronicservicesmainlyaffectscustomerfitthroughtwomediatingvariables:customersatisfactionandtrust.Specifically,high-qualitysocialcommerceelectronicservicescanenhancecustomersatisfactionandtrust,therebypromotingacloserelationshipbetweencustomersandbusinesses,andformingcustomerfit.Thisdiscoveryrevealstheinherentrelationshipbetweenthequalityofsocialcommerceelectronicservicesandcustomerfit,providingatheoreticalbasisforenterprisestoformulateeffectivemarketingstrategies.本研究还发现不同类型的顾客在社会化商务电子服务质量对顾客契合的影响上存在差异。具体而言，活跃型顾客和潜在型顾客对于社会化商务电子服务质量的敏感度较高，而沉默型顾客则相对较低。这一发现为企业针对不同类型顾客制定个性化的营销策略提供了参考依据。Thisstudyalsofoundthattherearedifferencesintheimpactofsocialcommerceelectronicservicequalityoncustomerfitamongdifferenttypesofcustomers.Specifically,activeandpotentialcustomershaveahighersensitivitytothequalityofsocialcommerceelectronicservices,whilesilentcustomershavearelativelylowersensitivity.Thisdiscoveryprovidesareferenceforenterprisestodeveloppersonalizedmarketingstrategiesfordifferenttypesofcustomers.本研究在理论和实践层面均具有一定的贡献。在理论层面，本研究丰富了社会化商务领域的研究成果，为社会化商务电子服务质量与顾客契合之间的关系提供了新的理论支撑。在实践层面，本研究为电子商务企业提供了有益的启示和建议，帮助企业更好地了解顾客需求和行为特征，优化社会化商务电子服务流程，提高电子服务质量，进而提升顾客契合度和企业竞争力。Thisstudyhasmadecertaincontributionsatboththetheoreticalandpracticallevels.Atthetheoreticallevel,thisstudyenrichestheresearchresultsinthefieldofsocialcommerceandprovidesnewtheoreticalsupportfortherelationshipbetweenthequalityofelectronicservicesinsocialcommerceandcustomerfit.Atthepracticallevel,thisstudyprovidesusefulinsightsandsuggestionsfore-commerceenterprises,helpingthembetterunderstandcustomerneedsandbehavioralcharacteristics,optimizesocialcommerceelectronicserviceprocesses,improveelectronicservicequality,andultimatelyenhancecustomerfitandenterprisecompetitiveness.本研究通过实证分析了社会化商务电子服务质量对顾客契合的影响机理，揭示了二者之间的内在联系和差异。这些研究结果不仅为理论界提供了新的研究视角和思路，同时也为实践界提供了有益的指导和建议。未来研究可以进一步探讨不同类型的顾客在社会化商务环境下的行为特征和需求差异，以及如何通过优化电子服务流程和提高电子服务质量来更好地满足顾客需求，实现企业与顾客之间的长期合作与共赢。Thisstudyempiricallyanalyzestheimpactmechanismofthequalityofsocialcommerceelectronicservicesoncustomerfit,revealingtheinherentconnectionanddifferencesbetweenthetwo.Theseresearchresultsnotonlyprovidenewresearchperspectivesandideasforthetheoreticalcommunity,butalsoprovideusefulguidanceandsuggestionsforthepracticalcommunity.Futureresearchcanfurtherexplorethebehavioralcharacteristicsanddemanddifferencesofdifferenttypesofcustomersinasocializedbusinessenvironment,aswellashowtobettermeetcustomerneedsandachievelong-termcooperationandwin-winbetweenenterprisesandcustomersbyoptimizingelectronicserviceprocessesandimprovingelectronicservicequality.七、研究结论与展望Researchconclusionsandprospects本研究通过深入探讨社会化商务电子服务质量对顾客契合的影响机理，揭示了二者之间的内在联系和互动效应。研究结果表明，社会化商务电子服务质量对顾客契合具有显著的正向影响，其中，信息质量、系统质量、交互质量和服务质量等维度均对顾客契合产生积极影响。Thisstudyexploresindepththeimpactmechanismofthequalityofsocialcommerceelectronicservicesoncustomerfit,revealingtheinherentconnectionandinteractiveeffectbetweenthetwo.Theresearchresultsindicatethatthequalityofsocialcommerceelectronicserviceshasasignificantpositiveimpactoncustomerfit,withdimensionssuchasinformationquality,systemquality,interactionquality,andservicequalityallhavingapositiveimpactoncustomerfit.具体而言，信息质量通过提供准确、及时、有用的信息，增强了顾客的认知信任和情感信任，从而提高了顾客的契合度。系统质量则通过优化网站设计、提高系统稳定性和易用性，降低了顾客的使用门槛和交易成本，进一步促进了顾客的契合。交互质量通过增强顾客与商家、顾客与顾客之间的互动和沟通，提升了顾客的参与度和满意度，对顾客契合产生了积极的推动作用。服务质量则通过提供个性化、专业化的服务，满足了顾客的个性化需求，增强了顾客的忠诚度和满意度，从而提高了顾客的契合度。Specifically,informationqualityenhancescustomercognitiveandemotionaltrustbyprovidingaccurate,timely,andusefulinformation,therebyimprovingcustomerfit.Thesystemqualityoptimizeswebsitedesign,improvessystemstabilityandusability,reducescustomerusagebarriersandtransactioncosts,andfurtherpromotescustomerfit.Theinteractionqualityenhancestheinteractionandcommunicationbetweencustomersandmerchants,aswellasbetweencustomersandcustomers,enhancingcustomerengagementandsatisfaction,andpositivelypromotingcustomerfit.Servicequalitymeetsthepersonalizedneedsofcustomersbyprovidingpersonalizedandprofessionalservices,enhancescustomerloyaltyandsatisfaction,andthusimprovescustomerfit.本研究还发现，顾客信任、顾客参与和顾客满意在社会化商务电子服务质量与顾客契合之间起到了重要的中介作用。这表明，提高社会化商务电子服务质量不仅可以直接影响顾客契合，还可以通过提升顾客信任、顾客参与和顾客满意等中介变量，间接促进顾客契合。Thisstudyalsofoundthatcustomertrust,customerparticipation,andcustomersatisfactionplayimportantmediatingrolesbetweenthequalityofsocialcommerceelectronicservicesandcustomerfit.Thisindicatesthatimprovingthequalityofsocialcommerceelectronicservicescannotonlydirectlyaffectcustomerfit,butalsoindirectlypromotecustomerfitbyenhancingintermediaryvar