International Journal of Marketing and Business Communication

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

Exploring Service Quality Perceptions of Online Shoppers:Evidence from India


Affiliations
1 Management Development Institute, Gurgaon, Haryana, India
     

   Subscribe/Renew Journal


With emergence and evolution of Internet, shopping has added another trajectory which has got acceptance and has been adopted by shoppers not only in developed countries but also in emerging economies. It is crucial to understand, explore and advance service quality dimension associated with online shopping, that too from the shoppers' perspective, since a consistent growth has been witnessed in the online space which suggests that this new space has been well accepted by shoppers and they are willing to explore it further. Of late, e-retailing and its various dimensions have been an area of research for academia as well as for practitioners. The present study endeavours to understand and explore service quality perceptions of Indian online shoppers. Effort is made to find out whether or not the perceived e-service quality lead to shoppers' intention to shop online. This research utilises various frameworks, particularly the framework "E-S-QUAL" developed by Parasuraman, Zeithaml, and Malhotra (2005) to understand the said phenomenon. It covers 106 online shoppers' perception towards e-service quality of different e-retailers, currently operational in India. At the end, research and managerial implications are discussed.

Keywords

Online Shopping, E-Service Quality, Perceptions, and Purchase Intentions.
Subscription Login to verify subscription
User
Notifications
Font Size


  • Ahmad, S. (2002). Service failures and customer defection: A closer look at online shopping experiences. Managing Service Quality, 12(1), 19-29.

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

  • Barnes, S. J., & Vidgen, R. T. (2002). An integrative approach to the assessment of E-commerce quality. Journal of Electronic Commerce Research, 3(3), 114-127.

  • Bauer, H. H., Falk, T., & Hammerschmidt, M. (2006). eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of Business Research, 59(7), 866-875.

  • Cox, B. (2002). Customer Service Still a Struggle. Retrieved from http:// dc.internet.com/news/article.php/947951

  • Fassnacht, M., & Koese, I. (2006). Quality of electronic services: Conceptualizing and testing a hierarchical model. Journal of Service Research, 9(1), 19-37.

  • Gaudin, S. (2003). Companies Failing at Online Customer Service. Retrieved from http://itmanagement.earthweb.com/erp/article.php/1588171

  • Holloway, B. B., & Beatty, S. E. (2003). Service failure in online retailing: a recovery opportunity. Journal of Service Research, 6(1), 92-105.

  • Hsu, S. -H. (2008). Developing an index for online customer satisfaction: Adaptation of American customer satisfaction index. Expert Systems with Applications, 34, 3033-3042.

  • Lennon, R.. & Harris, J. (2002). Customer Service on the Web: Across- Industry Investigation. Journal of Targeting, Measurement and Analysis for Marketing, 10(4), 325-38.

  • Lin, H. F. (2008). Predicting consumer intentions to shop online: An empirical test of competing theories. Electronic Commerce Research and Applications, 6(4), 433-442.

  • Lociacono, E., Watson, R. T., & Goodhue. (2002). WebQual: Measure of web site quality. Marketing Educators Conference: Marketing Theory and Applications, 13, 432-437.

  • LoCascio, R. (2000), A web site is not a vending machine. Retrieved from http://www.clickz.com/crm/onl_cust_serv/article.php/825521

  • Loiacono, E., Watson, R. T., & Goodhue, D. (2000). WebQual™: AWeb Site Quality Instrument. Working paper, Worcester Polytechnic Institute.

  • Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of marketing, 64(3), 50-64.

  • O’Neill, M., Wright, C., & Fitz, F. (2001). Quality evaluation in on-line service environments: an application of the importance-performance measurement technique. Managing Service Quality, 11(6), 402-417.

  • Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-Qual: a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233.

  • Pastore, M. (2001). Online Customer Service Still Has Work to Do. Retrieved from http://cyberatlas.internet.com/markets/retailing/article/0,,6061_577051,00.html

  • Santos, J. (2003). E-service quality: A model of virtual service quality dimension. Managing Service Quality, 13(3), 233-246.

  • Van Riel, A. C. R., Liljander, V., & Jurriens, P. (2001). Exploring consumer evaluations of e-services: A portal site. International Journal of Service Industry Management, 12(4), 359-377.

  • Wakefield, K. L., & Blodgett, J. G. (1999). Customer response to intangible and tangible service factors. Psychology & Marketing, 16(1), 51-68.

  • Wolfinbarger, M., & Gilly, M. C. (2003). E-TailQ: Dimensionalizing, measuring and predicting retail quality. Journal of Retailing, 79(3), 183-198.

  • Yoo, B., & Donthu, N. (2001). Developing a scale to measure the perceived quality of Internet shopping sites (SITEQUAL). Quarterly Journal of Electronic Commerce, 2(1), 31-47.

  • Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2000). E-service quality: definition, dimensions and conceptual model. Working Paper, Marketing Science Institute: Cambridge, MA.

  • 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: 257

PDF Views: 1




  • Exploring Service Quality Perceptions of Online Shoppers:Evidence from India

Abstract Views: 257  |  PDF Views: 1

Authors

Vibhava Srivastava
Management Development Institute, Gurgaon, Haryana, India

Abstract


With emergence and evolution of Internet, shopping has added another trajectory which has got acceptance and has been adopted by shoppers not only in developed countries but also in emerging economies. It is crucial to understand, explore and advance service quality dimension associated with online shopping, that too from the shoppers' perspective, since a consistent growth has been witnessed in the online space which suggests that this new space has been well accepted by shoppers and they are willing to explore it further. Of late, e-retailing and its various dimensions have been an area of research for academia as well as for practitioners. The present study endeavours to understand and explore service quality perceptions of Indian online shoppers. Effort is made to find out whether or not the perceived e-service quality lead to shoppers' intention to shop online. This research utilises various frameworks, particularly the framework "E-S-QUAL" developed by Parasuraman, Zeithaml, and Malhotra (2005) to understand the said phenomenon. It covers 106 online shoppers' perception towards e-service quality of different e-retailers, currently operational in India. At the end, research and managerial implications are discussed.

Keywords


Online Shopping, E-Service Quality, Perceptions, and Purchase Intentions.

References