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How do consumers evaluate Internet retail service quality?

How do consumers evaluate Internet retail service quality? The conceptualization and assessment of service quality continues to play an important role in marketing for both academics and practitioners alike. This study extends the service quality literature by utilizing semi-structured depth interviews with 58 online shoppers to uncover key aspects of Internet service quality. Results indicate that consumers evaluate the service of Internet marketers in terms of five major dimensions: performance, access, security, sensation, and information. While marketing academicians may use the study's findings as a framework to develop measures to empirically assess Internet service quality, online retailers may use our findings as a resource while constructing, managing, and evaluating their marketing strategies. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

How do consumers evaluate Internet retail service quality?

Philip J. Trocchia; Swinder Janda
Journal of Services Marketing , Volume 17 (3): 11 – Jun 1, 2003
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Publisher
Emerald Publishing
Copyright
Copyright © 2003 MCB UP Ltd. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876040310474800
Publisher site
See Article on Publisher Site

Abstract

The conceptualization and assessment of service quality continues to play an important role in marketing for both academics and practitioners alike. This study extends the service quality literature by utilizing semi-structured depth interviews with 58 online shoppers to uncover key aspects of Internet service quality. Results indicate that consumers evaluate the service of Internet marketers in terms of five major dimensions: performance, access, security, sensation, and information. While marketing academicians may use the study's findings as a framework to develop measures to empirically assess Internet service quality, online retailers may use our findings as a resource while constructing, managing, and evaluating their marketing strategies.

Journal

Journal of Services Marketing – Emerald Publishing

Published: Jun 1, 2003

Keywords: Marketing; Service quality; Customer surveys; Consumer attitudes

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