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

Nikos Tsikriktsis (First Author)

科研成果: 期刊稿件期刊论文

摘要

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.
源语言英语
页(从-至)23-33
期刊American International Journal of Humanities and Social Science
5
3
出版状态已出版 - 2019

关键词

  • e-service
  • e-tailing
  • empirical research
  • logistics
  • service quality

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