According to the result of this research, there exist large gap among the selected top 15
B2C e-commerce websites in China in terms of the e-service quality, for example, the
highest score among these e-commerce websites is 0.899587, whereas the lowest scores is
0.212731. The top three e-commerce websites (Tmall, Jingdong Mall and Tencent) have
the relatively better performance than others. According to the criteria weights derived
from this section earlier, the suggestions for these e-commerce websites to improve their
e-service are: (1) the e-commerce companies shall improve the customer service to