![Open Access](https://i-scholar.in/lib/pkp/templates/images/icons/fulltextgreen.png)
![Restricted Access](https://i-scholar.in/lib/pkp/templates/images/icons/fulltextred.png)
![Open Access](https://i-scholar.in/lib/pkp/templates/images/icons/fulltextgreen.png)
![Open Access](https://i-scholar.in/lib/pkp/templates/images/icons/fulltext_open_medium.gif)
![Restricted Access](https://i-scholar.in/lib/pkp/templates/images/icons/fulltextred.png)
![Restricted Access](https://i-scholar.in/lib/pkp/templates/images/icons/fulltext_restricted_medium.gif)
Determinants of Service Excellence in Online Shopping: An Empirical Investigation
Subscribe/Renew Journal
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.
Subscription
Login to verify subscription
User
Font Size
Information
- Cronbach, L. J. (1951). Coefficient alpha and internal structure of tests. Psychometrika, 16, 297-334.
- Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-40.
- Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology; a comparison of two theoretical models. Management Science, 35(8), 982-1003.
- Deci, E. I. (1975). Intrinsic Motivation. Plenum Press, New York, NY.
- Holbrook, M. B. (1994). The nature of customer value: an axiology of services in the consumption experience ", in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice. Sage, Newbury Park, CA, pp. 21-71.
- Monsuwe, T. P., Dellaert, G. C., & Ruyter, K. D. (2004). What drives consumer to Shop Online? A literature review. International Journal of Service Industry Management, 15(1), 102-121
- Moon, J. W., & Kim, Y. G. (2001). Extending the TAM for a world-wide-web context. Information & Management, 38(4), 217-30.
- Parasuraman, A., Zeithaml, A.V., & Berry, L. L. (1985).A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
- Parasuraman, A., Zeithaml, A.V., & Berry, L. L. (1998). SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
- Parasuraman, A., Zeithaml, A.V., & Malhotra, A. (2005). E-S-QUAL: a multiple item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-235.
- Zeithaml, A.V., Parasuraman, A., & Malhotra, A. (2000). A conceptual framework for understanding e-service quality: implications for future research and managerial practice. Marketing Science Institute, Working Paper, Cambridge, MA.
![](https://i-scholar.in/public/site/images/abstractview.png)
Abstract Views: 486
![](https://i-scholar.in/public/site/images/pdfview.png)
PDF Views: 2