Title :
Customer´s perceived service quality of Internet retailing
Author :
YE, Naiyi ; JIA, Jianmin
Author_Institution :
Sch. of Econ. & Manage., Jiao Tong Univ., Chengdu, China
Abstract :
The study has investigated the consumer´s perceived e-retailing service quality in the Internet context The results of the study reveal that consumer´s perceptions of online retailing service quality have eight dimensions: reliability, convenience, diversity, availability, responsiveness, empathy, post-service, and security. Researchers and online marketers may develop better understanding their customers, marketing strategies, and e-store architects to attract potential consumers adopt the online retailing services and retention current customers.
Keywords :
Internet; customer services; retailing; Internet retailing; customer perceived service quality; marketing strategy; online retailing; Availability; Banking; Context-aware services; Credit cards; Delay; Focusing; Humans; Security; Web and internet services;
Conference_Titel :
Services Systems and Services Management, 2005. Proceedings of ICSSSM '05. 2005 International Conference on
Print_ISBN :
0-7803-8971-9
DOI :
10.1109/ICSSSM.2005.1499526