Services quality dimensions of Internet retailing: an exploratory analysis

Services quality dimensions of Internet retailing: an exploratory analysis The purpose of this article is to extend what is know about service quality in realm of the context of Internet retailing. As a result of content analyzing 1,078 consumer anecdotes of online shopping experiences, 14 service quality dimensions representing 42 items were identified. The unique contents of each service quality dimension relate to Internet commerce are examined and discussed. Further, the analysis uncovered a number of contributors to consumer satisfaction and dissatisfaction. The most frequently-mentioned service attributes resulting in consumer satisfaction were responsiveness, credibility, ease of use, reliability, and convenience. On the other hand, different dimensions including responsiveness, reliability, ease of use, credibility, and competence, were likely to dissatisfy online consumers. Finally, this paper provides various managerial implications and recommendations which may suggest avenues for improving service quality in Internet retailing and, as a corollary, expanding experiences by consumers. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Services quality dimensions of Internet retailing: an exploratory analysis

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Publisher
Emerald Publishing
Copyright
Copyright © 2003 MCB UP Ltd. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876040310501241
Publisher site
See Article on Publisher Site

Abstract

The purpose of this article is to extend what is know about service quality in realm of the context of Internet retailing. As a result of content analyzing 1,078 consumer anecdotes of online shopping experiences, 14 service quality dimensions representing 42 items were identified. The unique contents of each service quality dimension relate to Internet commerce are examined and discussed. Further, the analysis uncovered a number of contributors to consumer satisfaction and dissatisfaction. The most frequently-mentioned service attributes resulting in consumer satisfaction were responsiveness, credibility, ease of use, reliability, and convenience. On the other hand, different dimensions including responsiveness, reliability, ease of use, credibility, and competence, were likely to dissatisfy online consumers. Finally, this paper provides various managerial implications and recommendations which may suggest avenues for improving service quality in Internet retailing and, as a corollary, expanding experiences by consumers.

Journal

Journal of Services MarketingEmerald Publishing

Published: Dec 1, 2003

Keywords: Quality; Electronic commerce; Customer satisfaction; Internet; Retailing

References

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