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Cited by 541

The DOI matches its Crossref record; 7 of the 7 references it cites were found in a registry or an index.

Consumer perceptions of Internet retail service quality

Open access
Janda, Swinder, Trocchia, Philip J., Gwinner, Kevin P.·2002·International Journal of Service Industry Management
DOI 10.1108/09564230210447913
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Abstract

The purpose of this manuscript is to explore consumers’ perceptions of Internet retail service quality. This is accomplished via two studies. Study 1 utilizes qualitative depth interviews to identify five dimensions important to consumers in their assessment of the quality of Internet retailers. These are termed performance (how well an online retailer does in terms of meeting expectations regarding order fulfillment), access (Internet retailer’s ability to provide a variety of products from anywhere in the world), security (relating to perceptions of trust in the online retailer’s integrity regarding financial and privacy issues), sensation (interactive features of the e‐retailer’s Web site) and information (quantity and credibility of information provider by the online retailer). Study 2 quantifies the five dimensions using multi‐item scales, and conducts a survey to assess the reliability and validity (convergent, discriminant, and nomological) of these dimensions. Theoretical and managerial implications of the results are also discussed.

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Metadata

Authors
Janda, S., Trocchia, P. J., & Gwinner, K. P.
Venue
International Journal of Service Industry Management
Publisher
Emerald
Published
2002-12-01
Volume
13
Issue
5
Pages
412-431
ISSN
0956-4233 (ISSN-L)
DOI
10.1108/09564230210447913
OpenAlex
W2050578586
Cited by
541
References
7
FWCI
21.86
Type
journal article
Language
en
Open access
green

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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.