Service quality and e-commerce: an exploratory analysis

Service quality and e-commerce: an exploratory analysis Examines the applicability of determinants identified in a physical services environment to assess the services relating to e-commerce. It is argued that the lack of human interaction during the Web site experience means that determinants such as competence, courtesy, cleanliness, comfort and friendliness, helpfulness, care, commitment, flexibility are not particularly relevant in e-commerce. On the other hand, determinants such as accessibility, communication, credibility, understanding, appearance, and availability are equally applicable to e-commerce as they are in physical services. The paper argues the need for further research to identify suitable determinants for the e-commerce operating environment. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Service quality and e-commerce: an exploratory analysis

Managing Service Quality, Volume 11 (2): 11 – Apr 1, 2001

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Publisher
Emerald Publishing
Copyright
Copyright © 2001 MCB UP Ltd. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520110387257
Publisher site
See Article on Publisher Site

Abstract

Examines the applicability of determinants identified in a physical services environment to assess the services relating to e-commerce. It is argued that the lack of human interaction during the Web site experience means that determinants such as competence, courtesy, cleanliness, comfort and friendliness, helpfulness, care, commitment, flexibility are not particularly relevant in e-commerce. On the other hand, determinants such as accessibility, communication, credibility, understanding, appearance, and availability are equally applicable to e-commerce as they are in physical services. The paper argues the need for further research to identify suitable determinants for the e-commerce operating environment.

Journal

Managing Service QualityEmerald Publishing

Published: Apr 1, 2001

Keywords: E‐commerce; Service quality; Internet

References

  • The determinants of service quality: satisfiers and dissatisfiers
    Johnston, R
  • Delivering Quality Service
    Zeithaml, V.A; Parasuraman, A; Berry, L.L.

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