Title :
An importance-performance analysis of E-service quality
Author :
Chu Luo; Han Gao; Changchun Gao; Weiwei Ma
Author_Institution :
Glorious Sun School of Business and Management, Donghua University, Shanghai, 200051, China
fDate :
7/1/2015 12:00:00 AM
Abstract :
This paper uses importance-performance analysis (IPA) to examine the difference between the importance of e-service quality and websites´ actual performance. A 22 items questionnaire was handed out to buyers of 4 retail websites. The Scale-centered diagonal line IPA grids illustrated that the 10 e-service attributes fell into the Concentrate Here quadrant; 5 e-service attributes in the Keep Up the Good Work quadrant; and 4 e-service attributes in the Low Priority quadrant, and 3 e-service attributes in the Possible Overkill quadrant. Implications for e-service practitioners and researchers were discussed.
Keywords :
"Customer satisfaction","Sun","Industries","Security","Reliability","Privacy"
Conference_Titel :
Logistics, Informatics and Service Sciences (LISS), 2015 International Conference on
DOI :
10.1109/LISS.2015.7369600