Comparing e‐service performance across industry sectors

Lauren Trabold · Gregory R. Heim · Joy M. Field

60 citations0/0 files storedInternational Journal of Retail & Distribution Management

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Technology Adoption and User Behaviour

Abstract

Purpose The online retail industry is enormous, covering a great assortment of products and services. Yet, little research has examined whether determinants of success in online retailing are similar or differ by industry sector. The purpose of this study is to examine industry sectors separately to distinguish drivers associated with overall satisfaction for the online consumers in those sectors. Design/methodology/approach The paper uses ridge regression to examine how e‐service quality dimensions are associated with overall customer satisfaction for several e‐retailing sectors. Findings While several e‐service quality dimensions exhibit a similar impact across all sectors, several other dimensions exhibited sector‐by‐sector differences. The drivers that frequently differ across sectors include price perceptions, ease of returns and refunds, and privacy experience. Research limitations/implications As an exploratory study, research opportunities and limitations derive from the public source of data, sample sizes within some of the sectors, and the ridge regression methodology. Practical implications Related prior research examined individual e‐retailing sectors, leading to scattered sets of findings that cannot be triangulated. The research allows for comparison by the manager, and presents empirical insights for managers in several e‐retail sectors. Originality/value This paper is one of only a few studies to examine a consistent set of e‐service quality measures on a sector‐by‐sector basis. The paper is also unique in that it uses publicly available data sources to examine these relationships, providing managers with insights on how they might analyze such public data sets for their own usage.

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References

2002Applying the Technology Acceptance Model and Flow Theory to Online Consumer Behavior 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge 2000Frictionless Commerce? A Comparison of Internet and Conventional Retailers 2003eTailQ: dimensionalizing, measuring and predicting etail quality 2003E-LOYALTY: YOUR SECRET WEAPON ON THE WEB 2004The four levels of loyalty and the pivotal role of trust: a study of online service dynamics 2002Customer Loyalty in E-Commerce 1999The Value of Internet Commerce to the Customer

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