International Journal of Marketing and Business Communication

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Determinants of Service Excellence in Online Shopping: An Empirical Investigation


Affiliations
1 FMS, Banasthali University, Rajasthan, India
     

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Large numbers of consumers in India frequently doon line shopping. E-retailers at this juncture are more concerned for acquiring more and more new consumers who shop online, or first time visitors-prospective online shoppers. For developing positive attitude and perception towards themselves and their product and services,e-retailers are embarking on the service quality dimensions suggested by western author. This paper put forth the dimensions of e-service quality in Indian context mentioned here after as e-service excellence (e-SE).

Keywords

Service Quality, Reliability, Assurance, Empathy, Responsiveness, Tangible.
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  • Determinants of Service Excellence in Online Shopping: An Empirical Investigation

Abstract Views: 505  |  PDF Views: 2

Authors

Balgopal Singh
FMS, Banasthali University, Rajasthan, India
Abhinav Nigam
, India

Abstract


Large numbers of consumers in India frequently doon line shopping. E-retailers at this juncture are more concerned for acquiring more and more new consumers who shop online, or first time visitors-prospective online shoppers. For developing positive attitude and perception towards themselves and their product and services,e-retailers are embarking on the service quality dimensions suggested by western author. This paper put forth the dimensions of e-service quality in Indian context mentioned here after as e-service excellence (e-SE).

Keywords


Service Quality, Reliability, Assurance, Empathy, Responsiveness, Tangible.

References