Consumer perceptions of Internet retail service quality

Consumer perceptions of Internet retail service quality The purpose of this manuscript is to explore consumers' perceptions of Internet retail service quality. This is accomplished via two studies. Study 1 utilizes qualitative depth interviews to identify five dimensions important to consumers in their assessment of the quality of Internet retailers. These are termed performance (how well an online retailer does in terms of meeting expectations regarding order fulfillment), access (Internet retailer's ability to provide a variety of products from anywhere in the world), security (relating to perceptions of trust in the online retailer's integrity regarding financial and privacy issues), sensation (interactive features of the e-retailer's Web site) and information (quantity and credibility of information provider by the online retailer). Study 2 quantifies the five dimensions using multi-item scales, and conducts a survey to assess the reliability and validity (convergent, discriminant, and nomological) of these dimensions. Theoretical and managerial implications of the results are also discussed. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Consumer perceptions of Internet retail service quality

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Publisher
Emerald Publishing
Copyright
Copyright © 2002 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564230210447913
Publisher site
See Article on Publisher Site

Abstract

The purpose of this manuscript is to explore consumers' perceptions of Internet retail service quality. This is accomplished via two studies. Study 1 utilizes qualitative depth interviews to identify five dimensions important to consumers in their assessment of the quality of Internet retailers. These are termed performance (how well an online retailer does in terms of meeting expectations regarding order fulfillment), access (Internet retailer's ability to provide a variety of products from anywhere in the world), security (relating to perceptions of trust in the online retailer's integrity regarding financial and privacy issues), sensation (interactive features of the e-retailer's Web site) and information (quantity and credibility of information provider by the online retailer). Study 2 quantifies the five dimensions using multi-item scales, and conducts a survey to assess the reliability and validity (convergent, discriminant, and nomological) of these dimensions. Theoretical and managerial implications of the results are also discussed.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Dec 1, 2002

Keywords: Internet; User satisfaction; Service quality

References

  • Technology infusion in service encounters
    Bitner, M.J.; Brown, S.W.; Meuter, M.L.
  • The Netoffer model: a case example from the virtual marketspace
    Grönroos, C.; Heinonen, F.; Isoniemi, K.; Lindholm, M.
  • Consumer perceptions of privacy and security risks for online shopping
    Miyazaki, A.D.; Fernandez, A.
  • The impact of technology on the quality‐value‐loyalty chain: a research agenda
    Parasuraman, A.; Grewal, D.
  • How do consumers evaluate the service quality of Internet retailers?
    Trocchia, P.J.; Janda, S.
  • Virtual prototyping for customized product development
    Tseng, M.M.; Jiao, J.; Su, C.
  • Exploring consumer evaluations of e‐services: a portal site
    van Riel, A.C.R.; Liljander, V.; Jurriëns, P.

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