Optimization: Journal of Research in Management

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Effects of e-Payment Security and Understanding Levels of e-Shopping on Service Quality


Affiliations
1 SPMR College of Commerce, Jammu, J & K, India
2 Department of Business Administration, Annamalai University, Chidambaram, Tamil Nadu, India
     

   Subscribe/Renew Journal


Debating e-Service Quality deeply in connection with the previous work namely online Buyer characteristics effecting e-Service Quality, the results reveal that Understanding level of e- Shopping among Online Buyers has significant dependency on Service Quality dimensions. Out of eight Service Quality dimensions four Service Quality dimensions are found to be causing significant levels of dependency effects on Understanding level of e-Shopping. Also, Perceived Security on e-Payment has significant dependency on Service Quality dimensions. Out of eight Service Quality dimensions four Service Quality dimensions are found to be causing significant levels of dependency effects on Perceived Security on e-Payment among Online Buyers. Further, three out of four Service Quality dimensions are positively related with Perceived Security on e-Payment, the Service Quality dimension Compensations is identified as Inversely Related with Perceived Security on e-Payment among Online Buyers.

Keywords

Service Quality, E-Service Quality Online Buying.
User
Subscription Login to verify subscription
Notifications
Font Size

  • • Aladwani, A. & Palvia, P. (2002). Developing and validating an instrument for measuring user-perceived web quality. Information and Management, 39(6), 467-476.

  • • Canarslan, N. O. (2013). A Comparison of Customers Responses to E-Service Quality Statements: Customer Encountered vs. Not Encountered Problems. International Journal of Business and Social Science, 4(11), 312-318.

  • • Caro, L. M., & Garcia, J. A. M. (2007). Measuring perceived service quality in urgent transport service. Journal of Retailing and Consumer Services, 14(1), 60-72.

  • • Chiu, C. M., Wang, E. T., Fang, Y. H., & Huang, H. Y. (2014). Understanding customers’ repeat purchase intentions in B2C e commerce: the roles of utilitarian value, hedonic value and perceived risk. Information Systems Journal, 24(1), 85-114.

  • • Choi, T. M., Chow, P. S., Kwok, B., Liu, S. C., & Shen, B. (2013). Service quality of online shopping platforms: a case-based empirical and analytical study. Mathematical Problems in Engineering, 4(1), 1-10.

  • • Collier, J. E., & Bienstock, C. C. (2006). Measuring service quality in e-retailing. Journal of service research, 8(3), 260-275.

  • • Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The journal of marketing, 55-68.

  • • Dolatabadi, H. R., & Gharibpoor, M. (2012). How Can E-Services Influence On Customers’ Intentions toward Online Book Repurchasing (SEM Method and TPB Model). International Journal of Academic Research in Business and Social Sciences, 2(6), 135-146.

  • • Fan, Y. W., Wu, C. C., & Wu, W. T. (2010). The Impacts of Online Retailing Service Recovery and Perceived Justice on Consumer Loyalty. International Journal of electronic business management, 8(3), 239-249.

  • • Gurcan, A. (2007). The validity and reliability of the Problematic Internet Usage Scale. Educational Sciences: Theory & Practice, 7(1), 411-416.

  • • Hernandez, B., Jimenez, J., & Jose Martin, M. (2011). Age, gender and income: do they really moderate online shopping behaviour?. Online Information Review, 35(1), 113-133.

  • • Ikeda, A. A., Martins, C.A., & Campomar, M. C. (2013). Signaling Quality in E-Commerce Prior to Purchase: Differences between Luxury E-Retailers and Mass E-Retailers. Brazilian Journal of Marketing, Opinion, and Media Research, 5 (13), 15-33.

  • • Kim, C., Tao, W., Shin, N., & Kim, K. S. (2010). An empirical study of customers’ perceptions of security and trust in e-Payment systems. Electronic Commerce Research and Applications, 9(1), 84-95.

  • • Lian, J.W. and Lin, M. (2008). Effects of consumer characteristics on their acceptance of online shopping: Comparisons among different product types. Computers in Human Behavior, 24(1), 48-65.

  • • Liao, Z., & Cheung, M. T. (2001). Internet-based e-shopping and consumer attitudes: an empirical study. Information & Management, 38(5), 299-306.

  • • Long, M., & McMellon, C. (2004). Exploring the determinants of retail service quality on the Internet. Journal of services marketing, 18(1), 78-90.

  • • Lovelock, C. & Gummesson, E. (2004).Whither services marketing? In search of a new paradigm and fresh perspectives. Journal of Service Research, 7(1), 20-41.

  • • Niranjanamurthy, M., Kavyashree, N., Jagannath, M.S., & Chahar, D.D. (2013). Analysis of E-Commerce and M-Commerce: Advantages, Limitations and Security issues. International Journal of Advanced Research in Computer and Communication Engineering, 2(6), 2360-2371.

  • • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1993). More on improving service quality measurement. Journal of retailing, 69(1), 140-147.

  • • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.

  • • Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL a multiple-item scale for assessing electronic service quality. Journal of service research, 7(3), 213-233.

  • • Pejvak, O., Rana, M., & Vinit, P. (2012). Prioritization of Service Quality Factors in E-purchasing-A Cross Cultural Study. Advances In Management, 5 (6), 44-48.

  • • Raje, A., & Khanna, V. T. (2012). Impact of E-Service Quality on Consumer Purchase Behavior in an On-line Shopping. IJCSMS International Journal of Computer Science and Management Studies, 12(2), 1-5.

  • • Rajmohan, P. and Sayel, R. (2011). B2C e-Commerce adoption possibilities in UAE: an empirical study on E-Readiness of consumers. Skyline Business Journal, l (1), 43-50.

  • • Rossiter, J. R. (2009). ER-SERVCOMPSQUAL: a measure of e-Retailing service components quality. Service Science, 1(4), 212-224.

  • • Salameh, A. A., & Hassan, S. B. (2015). Measuring Service Quality in M-commerce Context: A Conceptual Model. International Journal of Scientific and Research Publications, 5(3), 1-9.

  • • Salehi, M., Salimi, M., & Haque, A. (2013). The Impact of Online Customer Experience (OCE) on Service Quality in Malaysia. World Applied Sciences Journal, 21(11), 1621-1631.

  • • Shih, H. P. (2004). An empirical study on predicting user acceptance of e-shopping on the Web. Information & Management, 41(3), 351-368.

  • • Standing, C. (2009). Electronic Markets, benefits, costs and risks. First published by Palgrave Macmillan.

  • • Stiakakis, E., & Georgiadis, C. K. (2009). E-service quality: comparing the perceptions of providers and customers. Managing Service Quality: An International Journal , 19(4), 410-430.

  • • Udo, G. J. (2001). Privacy and security concerns as major barriers for e-commerce: a survey study. Information Management & Computer Security,9(4), 165-174.

  • • Yang, Z., Peterson, R. T., & Cai, S. (2003). Services quality dimensions of Internet retailing: an exploratory analysis. Journal of services marketing, 17(7), 685-700.

  • • Yang, Z., Jun, M., & Peterson, R. T. (2004). Measuring customer perceived online service quality: scale development and managerial implications. International Journal of Operations & Production Management, 24(11), 1149-1174.

  • • Yarimoglu, E.K. (2014). A Review on Dimensions of Service Quality Models. Journal of Marketing Management, 2(2), 79-93.

  • • Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the academy of marketing science, 30(4), 362-375.


Abstract Views: 337

PDF Views: 0




  • Effects of e-Payment Security and Understanding Levels of e-Shopping on Service Quality

Abstract Views: 337  |  PDF Views: 0

Authors

Adil Rasool
SPMR College of Commerce, Jammu, J & K, India
P. Rajmohan
Department of Business Administration, Annamalai University, Chidambaram, Tamil Nadu, India

Abstract


Debating e-Service Quality deeply in connection with the previous work namely online Buyer characteristics effecting e-Service Quality, the results reveal that Understanding level of e- Shopping among Online Buyers has significant dependency on Service Quality dimensions. Out of eight Service Quality dimensions four Service Quality dimensions are found to be causing significant levels of dependency effects on Understanding level of e-Shopping. Also, Perceived Security on e-Payment has significant dependency on Service Quality dimensions. Out of eight Service Quality dimensions four Service Quality dimensions are found to be causing significant levels of dependency effects on Perceived Security on e-Payment among Online Buyers. Further, three out of four Service Quality dimensions are positively related with Perceived Security on e-Payment, the Service Quality dimension Compensations is identified as Inversely Related with Perceived Security on e-Payment among Online Buyers.

Keywords


Service Quality, E-Service Quality Online Buying.

References