Service Quality of Taobao in Beijing, China

Abstract

E-commerce has completely changed the retail industry, and it is still moving forward, continually satisfying people's ever-changing purchasing needs and continuously conforming to the tastes of modern consumers. As of March 2020, the scale of online shopping users in China reached 710 million, an increase of 100 million from the end of 2018, and the scale of mobile online shopping users reached 707 million, an increase of 116 million from the end of 2018, accounting for 78.9% of mobile Internet users. In 2019, online retail continued to develop steadily, becoming an important driving force for China's consumption growth. According to data from the National Bureau of Statistics of China, in 2019, the national online retail sales reached 10.63 trillion yuan. The online retail sales of physical goods reached 8.52 trillion yuan, accounting for 20.7% of consumer goods' total retail sales. This research studied the service quality of Taobao which is a Chinese online shopping platform.