Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Exploring the determinants of retail service quality on the Internet

Exploring the determinants of retail service quality on the Internet A multidimensional measure of perceived online service quality was developed based on consumers' comments about their experiences with online retailers. These comments were organized and compared to the SERVQUAL scale. A survey was administered to adults who had made online purchases or role-played the experience. While reflective of the SERVQUAL dimensions, the new measures became less reliant on interpersonal interactions and more technologically relevant. A new dimension also emerged that reflects consumers' concerns for the geographic distance and facelessness of their experience. The study points to areas of improvement for online service quality. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Exploring the determinants of retail service quality on the Internet

Journal of Services Marketing , Volume 18 (1): 13 – Jan 1, 2004

Loading next page...
 
/lp/emerald-publishing/exploring-the-determinants-of-retail-service-quality-on-the-internet-9vQKb02Dad

References (38)

Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876040410520726
Publisher site
See Article on Publisher Site

Abstract

A multidimensional measure of perceived online service quality was developed based on consumers' comments about their experiences with online retailers. These comments were organized and compared to the SERVQUAL scale. A survey was administered to adults who had made online purchases or role-played the experience. While reflective of the SERVQUAL dimensions, the new measures became less reliant on interpersonal interactions and more technologically relevant. A new dimension also emerged that reflects consumers' concerns for the geographic distance and facelessness of their experience. The study points to areas of improvement for online service quality.

Journal

Journal of Services MarketingEmerald Publishing

Published: Jan 1, 2004

Keywords: Customer services; SERVQUAL; Consumer behaviour; Marketing; Retailing

There are no references for this article.