Measuring the Service Quality of E-Commerce and Competitive Strategies-Reference-Cited by-同舟云学术

Measuring the Service Quality of E-Commerce and Competitive Strategies

Published:2014-07 Issue:3 Volume:11 Page:96-115
ISSN:1545-7362
Container-title:International Journal of Web Services Research
language:en
Short-container-title:

Author:

Chang Shu-Fong¹,Chang Jen-Chi¹,Lin Kuo-Hua¹,Yu Bin¹,Lee Yu-Cheng²,Tsai Sang-Bing³^ORCID,Zhou Jie⁴,Wu Chao¹,Yan Zi-Chun¹

Affiliation:

1. Business School, Nankai University, Tianjin, China

2. Department of Technology Management, Chung-Hua University, Hsinchu, Taiwan

3. Management School, University of Electronic Science and Technology of China, Chengdu, China

4. TEDA College, Nankai University, Tianjin, China

Abstract

The global online shopping market has exhibited consistent growth, exceeding an annual average growth rate of 10% from 2006 to 2010; however, the online shopping market in Taiwan demonstrated an astounding growth rate, surpassing 35% during the same period. In the current competitive and rapidly expanding market environment, shopping website providers must establish effective methods for measuring and improving service quality to increase customer satisfaction levels. In this study, four service quality dimensions of the e-core service quality scale (E-S-QUAL; efficiency, system availability, fulfillment, and privacy) were used to measure the service quality of shopping websites. Subsequently, the simultaneous importance-performance analysis (SIPA) method and analytical Kano model were integrated to analyze the market competition strategies adopted among members of the shopping website industry. Finally, suggestions are provided regarding potential management methods for the case companies.

Publisher

IGI Global

Subject

Computer Networks and Communications,Information Systems,Software

Reference48 articles.

1. Strengthening the Satisfaction-Profit Chain

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