Consumer's Perception of Website Service Quality: An Empirical Study. Issue 2 (2nd April 2016)

• Record Type: Journal Article
• Authors: Ahmad, Asad; Rahman, Obaidur; Khan, Mohammed Naved
• Is Part Of: Journal of Internet commerce. Volume 15:Issue 2(2016)
• Page Start: 125
• Page End: 141
• Publication Date: 2016-04-02
• Subjects: Customer service -- e-commerce -- e-service -- service quality -- website; Electronic commerce -- Periodicals; Telemarketing -- Periodicals; 658.87205
• DOI: 10.1080/15332861.2016.1144442
• Languages: English
• ISSNs: 1533-2861

Abstract

ABSTRACT: With the increasing penetration of the Internet, service quality has become one of the key areas of concern for online shopping sites. Website service quality has become a vital factor in making e-commerce successful because comparing the features of products in the online environment is easier, practically free of cost, and saves on time in comparison to conventional offline markets. To empirically explore the critical factors that determine perceptions of the service quality of online shopping sites, researchers adopted the eTailQ scale suggested by Wolfinbarger and Gilly (2003 ). Web layout, web info, customer service, fulfillment, and privacy emerged as the critical factors affecting website service quality. Findings of the study are expected to provide valuable insights to academicians in better conceptualizing the constructs and also help marketing practitioners in fine-tuning their strategies by addressing the peculiar needs of the Indian online shoppers.