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 Online Buyer Characteristics on E-Service Quality


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

   Subscribe/Renew Journal


In addition to customer perception and expectation, e-service quality take account of all possible communication stages connecting customer and e-Service providers’ website.Keeping this in view, present study was conducted and data were collected from 703 online buyers from three states of India following the guidelines of diffusion of Innovation theory (Rogers, 1983). The result of the present study reveals that Perceived overall Service Quality depends on group of factors such as Propensity of Online Buying, Actual Online Buying, Understanding levels of e-Shopping, Perceived Security on e-Payment, Preference for Physical Payment and Intensity of Internet Usage among Online Buyers.More specifically, Understanding levels of e-Shopping among Online Buyers in e-Retailing is found to be having significant superior effect on Perceived overall Service Quality. Similarly,Perceived Security on e-Payment among Online Buyers in e-Retailing cause’s significant good effecton Perceived overall Service Quality in e-Retailing. However, Actual Online Buying, Preference for Physical Payment and Intensity of Internet Usage are not found to be significant.

Keywords

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

  • • Akbar, M. M., & Parvez, N. (2009). Impact of service quality, trust, and customer satisfaction on customer’s loyalty. ABAC Journal, 29(1), 24-38.

  • • Aramstrong, G., Adam, S., Denize, S., & Kotler, P. (2015) Principles of marketing 6e. Pearson of Australia, 284-285.

  • • Batagan, L., Pocovnicu, A., & Capisizu, S. (2009). E-Service Quality Management. Journal of applied quantitative methods, 4(3), 372-381.

  • • Behjati, S., Nahich, M., & Othaman, S. N. (2012). Interrelation between E-service Quality and E-satisfaction and Loyalty. European Journal of Business and Management, 4(9), 75-85.

  • • Chang, H.H., & Wang, H.W. (2008). The Relationships among e-Service Quality, Value, Satisfaction and Loyalty in Online Shopping. European Advances in Consumer Research, 8(3), 10-15.

  • • Cheng, J. M. S., Wang, E. S. T., Lin, J. Y. C., Chen, L. S., & Huang, W. H. (2008). Do extrinsic cues affect purchase risk at international e-tailers: The mediating effect of perceived e-tailer service quality. Journal of Retailing and Consumer services, 15(5), 420-428.

  • • 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.

  • • Chung, K. H., & Shin, J. I. (2008). The relationship among e-retailing attributes, e-satisfaction and e-loyalty. Management Review: An International Journal, 3(1), 23-45.

  • • Dolatabadi, H. R., & Ebrahimi, H. (2010). Factors Influencing Iranian Consumers’ Trust in Internet Shopping. European Journal of Social Sciences, 16(2), 307-319.

  • • Gronroos, A. (1984). Service Quality and its relations between customer and provider. Journal of Business Research, 12(2), 48-60.

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

  • • Haq, Z. U. (2012). Perception towards online shopping: an empirical study of Indian consumers. National monthly journal of research in commerce & management, 1(8), 9-33.

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

  • • Javadi, M. H.M., Dolatabadi, H.R., Nourbakhsh, M., Poursaeedi, A., & Asadollahi, A. R. (2012). Online Shopping Behavior of Consumers. International Journal of Marketing Studies, 4(5), 81-99.

  • • Jusoh, Z.M., & Ling, G. H. (2011). Factors Influencing Consumers’ Attitude Towards E-Commerce Purchases Through Online Shopping. “International Journal of Humanities and Social Science, 2(4), 223-231.

  • • Keisidou, E., Sarigiannidis, L., & Maditinos, D. (2011). Consumer characteristics and their effect on accepting online shopping, in the context of different product types. International Journal of Business Science & Applied Management, 6(2), 31-51.

  • • Keisidou, E., Sarigiannidis, L., & Maditinos, D. (2011). Consumer characteristics and their effect on accepting online shopping, in the context of different product types. International Journal of Business Science & Applied Management, 6(2), 31-51.

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

  • • 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.

  • • Luo, J., Ba, S., & Zhang, H. (2012). The Effectiveness of Online Shopping Characteristics and Well-Designed Websites on Satisfaction. Mis Quarterly, 36(4), 1131-1144.

  • • Michal, P. (2012). On-line Shopping on B2C Markets in the Czech Republic. Journal of Competitiveness, 4(4), 36-49.

  • • 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.

  • • Nunnally, J. & Brenstein Ira, H. (1994). Psychometric Theory. New York: McGraw-Hill.

  • • Nunnally,J.(1978). Psychometric Methods. New York: McGraw-Hill.

  • • 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.

  • • Park, C. H., & Kim, Y. G. (2003). Identifying key factors affecting consumer purchase behavior in an online shopping context. International Journal of Retail & Distribution Management, 31(1), 16-29.

  • • Prajapati, P.S & Thakor, P.M (2012). Understanding consumer online shopping attitudes and behavior: contribution from Technology, tradition and trust perspective. Journal of Asian Research Consortium, 1(5), 65-74.

  • • Rahman, T. (2012). Organized Retail Industry In India-Opportunities And Challenges. International Journal of Research in Finance & Marketing, 2(2), 14-27.

  • • 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.

  • • Seth, N., Deshmukh, S. G., & Vrat, P. (2005). Service quality models: a review. International Journal of Quality & Reliability Management, 22(9), 913-949.

  • • Shergill, G. S., & Chen, Z. (2005). Web-based shopping: consumers’ attitudes towards online shopping in New Zealand. Journal of electronic commerce research, 6(2), 79-94.

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

  • • Shim, S., Eastlick, M. A., Lotz, S. L., & Warrington, P. (2001). An online prepurchase intentions model: The role of intention to search. Journal of retailing, 77(3), 397-416.

  • • 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.

  • • Yildirim, F., & Cengel, O. (2012). The Perceived Risk And Value Based Model Of Online Retailing. Online Academic Journal of Information Technology, 3(9), 7-33.

  • • Zeithaml, V. & Bitner, M. (2003). Service Marketing: Integrating Customer Focus Across the Firm. New York: McGraw-Hill.

  • • Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. The Journal of Marketing, 35-48.

  • • Zhou, L., Dai, L., & Zhang, D. (2007). Online shopping acceptance model-A critical survey of consumer factors in online shopping. Journal of Electronic Commerce Research, 8(1), 41-62.


Abstract Views: 323

PDF Views: 0




  • Effects of Online Buyer Characteristics on E-Service Quality

Abstract Views: 323  |  PDF Views: 0

Authors

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

Abstract


In addition to customer perception and expectation, e-service quality take account of all possible communication stages connecting customer and e-Service providers’ website.Keeping this in view, present study was conducted and data were collected from 703 online buyers from three states of India following the guidelines of diffusion of Innovation theory (Rogers, 1983). The result of the present study reveals that Perceived overall Service Quality depends on group of factors such as Propensity of Online Buying, Actual Online Buying, Understanding levels of e-Shopping, Perceived Security on e-Payment, Preference for Physical Payment and Intensity of Internet Usage among Online Buyers.More specifically, Understanding levels of e-Shopping among Online Buyers in e-Retailing is found to be having significant superior effect on Perceived overall Service Quality. Similarly,Perceived Security on e-Payment among Online Buyers in e-Retailing cause’s significant good effecton Perceived overall Service Quality in e-Retailing. However, Actual Online Buying, Preference for Physical Payment and Intensity of Internet Usage are not found to be significant.

Keywords


E-Service Quality, Online Buying, Service Quality and Online Buyer Characteristics.

References