Service quality and customer satisfaction in electronic retailing: An Empirical Study

This study examines empirically the relative importance of various dimensions of e-service quality, (namely website quality, order fulfillment/delivery and customer service) on customer satisfaction in the context of electronic retailing. The study sample contains data from 116 electronic retailers. The results show that order fulfillment/delivery has the strongest impact on customer satisfaction, followed by customer service. Surprisingly, website quality has no major impact on satisfaction. Also, similar to website quality, price (treated as a control variable in our analysis) plays no significant role either. The findings have important implications for e-tailers interested in improving the quality of their service.