Customers’ perceptions of online retailing service quality and their satisfaction
نویسندگان
چکیده
Online service quality is one of the key determinants of the success of online retailers. This exploratory study revealed some important findings about online service quality. First, the study identified six key online retailing service quality dimensions as perceived by online customers: reliable/prompt responses, access, ease of use, attentiveness, security, and credibility. Second, of the six, three dimensions, notably reliable/prompt responses, attentiveness, and ease of use, had significant impacts on both customers’ perceived overall service quality and their satisfaction. Third, the access dimension had a significant effect on overall service quality, but not on satisfaction. Finally, this study discovered a significantly positive relationship between overall service quality and satisfaction. Important managerial implications and recommendations are also presented.
منابع مشابه
An Exploratory Study on Effect of Demographic Factors on Consumer Satisfaction and its Determinants in E-Retailing
The purpose of the study was to explore the impact of demography of online customers on e-satisfaction as well as on the determinants of e-satisfaction operating in e-retailing space in India. A theoretical model was derived in accordance with the literature and was tested empirically. Conveniently sampling technique was used. Primary data was collected through a structured questionnaire throug...
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 کاملManaging Internet Product Returns: A Focus on Effective Service Operations
Product returns present one of the biggest operational challenges in the world of Internet retailing due to the sheer volume and cost of processing returns. But returns also represent an often-missed opportunity to manage customer relationships and build customer loyalty to the retailer. Based upon data from a survey of 464 customers of five different Internet retailers, this article explores h...
متن کاملAtmosphere of Online Retailing Quality Dimensions and Development of Young Generation Customers Loyalty-An Empirical Study of China
This paper develops a theoretical framework to examine the relationship between e-tail quality dimensions, customer satisfaction and loyalty. Data from a survey of 415 online consumers were used to test the research model. Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) were conducted to demonstrate the reliability and validity of the measurement model, and the Structur...
متن کاملThe Impacts of E-service Quality on Customers' Repurchase Intention in Platform Online Retailing: An Empirical Investigation
Online retailing has been an important channel or business model for many firms in China. How to win, satisfy and retain customers has become the urgent practical problem to solve in front of the online retailers. Based on the theory of reasoned action, an empirical study of factors influencing consumers’ repurchase is conducted by using the questionnaire survey method. The results indicate tha...
متن کامل