Exploring the determinants of retail service quality on the Internet

Article Abstract:

A multidimensional model of consumer perceived online service quality is presented based on consumers' online retail experiences. This model is comparable to the SERVQUAL (service quality) scale with the exception that measures of satisfaction are less dependent on interpersonal interactions and more dependent on technological factors. Implications for service improvement are discussed.

Product quality, Quality Control Management, Models, Quality management, Quality control

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Consumers' perceptions of e-shopping characteristics: an expectancy-value approach

Article Abstract:

Quantitative research, qualitative research, and literature review are utilized to identify underlying dimensions of consumer online shopping choices. Findings show that interactivity and merchandise Web attributes are useful predictors of consumer views toward Internet shopping.

Consumer Behavior, Consumer behaviour

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Services quality dimensions of Internet retailing: an exploratory analysis

Article Abstract:

A survey identified five online retail service attributes that customers mentioned most frequently as key to consumer satisfaction: convenience, credibility, ease of use, reliability, and responsiveness. Implications for improving Internet retail service quality are discussed.

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