E-service quality: a study of online shoppers in India-Reference-Cited by-同舟云学术

E-service quality: a study of online shoppers in India

Published:2014-05-27 Issue:2 Volume:29 Page:178-188
ISSN:1935-5181
Container-title:American Journal of Business
language:en
Short-container-title:

Author:

Kandulapati Suresh,Shekhar Bellamkonda Raja

Abstract

Purpose – The purpose of this paper is to measure the service quality of online shops using E-S-QUAL and validating the tool in an Indian context. Also, the study examines the mediating role of service value on the relationship between service quality and customer satisfaction in the context of online services. Design/methodology/approach – An online survey is conducted by administering a structured questionnaire to online shoppers in India. The dimensions of E-S-QUAL (Parasuraman et al., 2005) are adopted without revision to measure electronic service quality (e-SQ) of online shops. Structural equation modeling, reliability tests, analysis of variance (one-way), correlation and regression analysis are performed through SPSS and AMOS. Findings – The study reveals that E-S-QUAL as developed by Parasuraman et al. (2005) is valid for measuring e-SQ in the context of Indian online shopping. The study proves that there is a significant impact of perceived e-SQ on perceived service value. Further, perceived service value mediates the relationship between e-SQ and customer satisfaction. Originality/value – The study helps the online service providers/e-commerce industry to understand e-shoppers’ perception and e-SQ in India. Also, it can contribute to formulating the best e-marketing strategies by which to tap into the e-shopping market in India.

Publisher

Emerald

Reference31 articles.

1. Accenture (2012), “Global consumer pulse research”, available at: www.accenture.com/SiteCollectionDocuments/PDF/Accenture-Global-Consumer-Pulse-Research-Study-2012.pdf (accessed August 14, 2013).

2. Barnes, S.J. and Richard, T.V. (2002), “An integrative approach to the assessment of e-commerce quality”, Journal of Electronic Commerce Research, Vol. 3 No. 3, pp. 114-127.

3. Baron, R.M. and Kenny, D.A. (1986), “The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations”, Journal of Personality and Social Psychology, Vol. 51 No. 6, pp. 1173-1182.

4. Day, G. (1990), Market-Driven Strategy: Processes for Creating Value, The Free Press, New York, NY.

5. Gefen, D. (2002), “Customer loyalty in e-commerce”, Journal of the Association for Information Systems, Vol. 3 No. 1, pp. 27-51.

Cited by 25 articles. 订阅此论文施引文献订阅此论文施引文献，注册后可以免费订阅5篇论文的施引文献，订阅后可以查看论文全部施引文献

1. Prioritizing E-service Quality Dimensions in E-tailing: Application of the Analytic Hierarchy Process;Global Business Review;2023-12-26

2. E-commerce Product’s Trust Prediction Based on Customer Reviews;Third Congress on Intelligent Systems;2023

3. Modelling services continuance intention: evidence from apps stores;Asia-Pacific Journal of Business Administration;2022-09-29

4. Evaluating the Electronic Service Quality of E-Shops Using AHP-TOPSIS;Journal of Electronic Commerce in Organizations;2022-01

5. Customer Satisfaction Towards Online Shopping by Empirical Validation of Self-Determination Theory;Handbook of Research on the Platform Economy and the Evolution of E-Commerce;2022