Title :
Measuring service quality in online shopping: A case study of e-retailing in Iran
Author :
Siadat, S.H. ; Buyut, V. Clement ; Rahman, Alias Abdul
Author_Institution :
Dept. of Inf. Syst., Univ. Technol. Malaysia, Johor Bahru
Abstract :
One of the key challenges in online businesses is how to measure service quality in order to have a better understanding of its consequences which holds a significant importance to customer satisfaction. In this paper, we ranked the dimensions of service quality that affect the customerspsila expectation in online shopping in Iran from the customerspsila perspective. The measurements used were based on the widely accepted SERVQUAL model which is the most common method for measuring service quality. A descriptive statistics analysis was used to evaluate the level of service quality of Iranianpsilas online shops from the customerspsila point of view. A comparison of service quality factors has also been done between Iranian and American customers.
Keywords :
customer satisfaction; electronic commerce; quality of service; retailing; Iran; customer expectation; customer satisfaction; descriptive statistics analysis; e-retailing; online businesses; online shopping; service quality; Costs; Current measurement; Customer satisfaction; Information systems; Market research; Profitability; Q factor; Statistical analysis; Switches; Web and internet services; E-Retailing; SERVQUAL; Service Quality;
Conference_Titel :
Management of Innovation and Technology, 2008. ICMIT 2008. 4th IEEE International Conference on
Conference_Location :
Bangkok
Print_ISBN :
978-1-4244-2329-3
Electronic_ISBN :
978-1-4244-2330-9
DOI :
10.1109/ICMIT.2008.4654441
