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Cited by 1,318

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

Customer perceptions of e‐service quality in online shopping

Lee, Gwo‐Guang, Lin, Hsiu‐Fen·2005·International Journal of Retail & Distribution Management
DOI 10.1108/09590550510581485
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Abstract

Purpose: This paper develops a research model to examine the relationship among e‐service quality dimensions and overall service quality, customer satisfaction and purchase intentions. Design/methodology/approach: Data from a survey of 297 online consumers were used to test the research model. Confirmatory factor analysis was conducted to examine the reliability and validity of the measurement model, and the structural equation modelling technique was used to test the research model. Findings: The analytical results showed that the dimensions of web site design, reliability, responsiveness, and trust affect overall service quality and customer satisfaction. Moreover, the latter in turn are significantly related to customer purchase intentions. However, the personalization dimension is not significantly related to overall service quality and customer satisfaction. Research limitations/implications: Future research can use different methodologies, such as longitudinal studies, focus groups and interviews, to examine the relationship between service quality and customer purchase behaviour in online shopping contexts. Practical implications: This study suggests that to enhance customer purchase intentions, online stores should develop marketing strategies to better address the trustworthiness, reliability, and responsiveness of web‐based services. Online stores can devote valuable corporate resources to the important e‐service quality attributes identified by this study. Originality/value: This study developed the instrument dimensions of e‐service quality by modifying the SERVQUAL model to consider online shopping context. Moreover, the results of this study provide a valuable reference for managers of online stores, as well as for researchers interested in internet marketing.

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Cites

Show all 7 references

Research works printed but not linked: 40

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Metadata

Authors
Lee, G., & Lin, H.
Venue
International Journal of Retail & Distribution Management
Publisher
Emerald
Published
2005-02-01
Volume
33
Issue
2
Pages
161-176
ISSN
0959-0552 (ISSN-L)
DOI
10.1108/09590550510581485
OpenAlex
W1971684258
Cited by
1,318
References
7
FWCI
35.68
Type
journal article
Language
en
Open access
closed
Licence
www.emerald.com/insight/site-policies (tdm)

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Lee, G., & Lin, H. (2005). Customer perceptions of e‐service quality in online shopping. International Journal of Retail & Distribution Management. https://doi.org/10.1108/09590550510581485

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