Tuning an Online Shop: Consumer Reactions to E-tailers’ Service Quality
نویسندگان
چکیده
This paper investigates the impact of service quality in e-tailing on site visits and consumer demand (approximated by the last-clickthrough concept). We use a large representative data set obtained from a price-comparison site which covers most of the national (Austrian) market on e-tailing. Customers’ valuations for a broad range of 15 different service characteristics are condensed by factor analysis. Negative binomial regressions analysis is used to measure the impact of principal factors for service quality on referral requests to online shops and last-click-throughs for different product categories. JEL Classifications: M31, L81, L25.
منابع مشابه
Customer Loyalty Explained by Electronic Recovery Service Quality: Implications of the Customer Relationship Re-Establishment for Consumer Electronics E-Tailers
This non-experimental, causal study related to examine and explore the relationships among electronic service quality, customer satisfaction, electronics recovery service quality, and customer loyalty for consumer electronics e-tailers. This study adopted quota and snowball sampling. A total of 121 participants completed the online survey. Out of seven hypotheses in this study, five were suppor...
متن کاملManaging Service Expectations in Online Markets: A Signaling Theory of E-tailer Pricing and Empirical Tests ¬リニ
Expectations play a significant role in determining customer perceptions and satisfaction. Accordingly, retailers seek to manage customers’ service expectations. However, the tangible signals of service quality that are available to brick-and-mortar retailers (such as location, store appearance, and salespersons’ behavior) may not be available in online markets. Using a signaling model, we obta...
متن کاملA Comparative Analysis of Chinese Consumers' Increased vs. Decreased Online Purchases
Previous research on online consumer purchases has focused on increased purchases and neglected decreased purchases. However, factors impacting these purchases are different. Drawing on the twofactor theory, in this paper, the authors compare factors affecting increase and decrease in Chinese consumers’ online purchases. The authors conducted separate group analyses with PLS. The results show t...
متن کاملResearch on E-commerce Online to Offline Behavior Mechanism in Agricultural Products
Currently, online and offline channel integration as a successful business model is used in many industries, this paper aims at providing an insight into the factors affecting online channel (online shop) and offline channels (entity shop) in the agricultural product industry. Drawn from the extant literature, a consumer online and offline behavior model including trust, system quality, informa...
متن کاملA joint venture of Penn State’s Smeal College of Business Administration and the School of Information Sciences and Technology Why Aren’t the Prices of the Same Item the Same at Me.com and You.com?: Drivers of Price Dispersion Among e-Tailers
Frictionless e-commerce implies that price dispersion for identical products sold by different etailers should be smaller than it is offline, but some recent empirical evidence reveals the opposite. A study by Smith et al. (2000) suggests that such a phenomenon may be due to heterogeneity among etailers in such factors as shopping convenience, consumer awareness, and trust. These hypotheses, ho...
متن کامل