Measuring service quality in online shopping: A case study of e-retailing in Iran

Author

Siadat, S.H. ; Buyut, V. Clement ; Rahman, Alias Abdul

Author_Institution

Dept. of Inf. Syst., Univ. Technol. Malaysia, Johor Bahru

fYear

2008

fDate

21-24 Sept. 2008

Firstpage

646

Lastpage

651

Abstract

One of the key challenges in online businesses is how to measure service quality in order to have a better understanding of its consequences which holds a significant importance to customer satisfaction. In this paper, we ranked the dimensions of service quality that affect the customerspsila expectation in online shopping in Iran from the customerspsila perspective. The measurements used were based on the widely accepted SERVQUAL model which is the most common method for measuring service quality. A descriptive statistics analysis was used to evaluate the level of service quality of Iranianpsilas online shops from the customerspsila point of view. A comparison of service quality factors has also been done between Iranian and American customers.

Keywords

customer satisfaction; electronic commerce; quality of service; retailing; Iran; customer expectation; customer satisfaction; descriptive statistics analysis; e-retailing; online businesses; online shopping; service quality; Costs; Current measurement; Customer satisfaction; Information systems; Market research; Profitability; Q factor; Statistical analysis; Switches; Web and internet services; E-Retailing; SERVQUAL; Service Quality;

fLanguage

English

Publisher

ieee

Conference_Titel

Management of Innovation and Technology, 2008. ICMIT 2008. 4th IEEE International Conference on

Conference_Location

Bangkok

Print_ISBN

978-1-4244-2329-3

Electronic_ISBN

978-1-4244-2330-9

Type

conf

DOI

10.1109/ICMIT.2008.4654441

Filename

4654441