Evaluating the Quality of C2C Online Buy and Sell Websites Using Dimensions of E-Quality

Willy F. Zalatar

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

Abstract

Millions of Internet users worldwide are engaged in buying and selling of various products using C2C online buy and sell websites. The aim of this paper is to determine which of the fifteen dimensions of e-quality users consider as important in evaluating the quality of such websites. A survey was conducted among users and results show that trust, reliability, security and system integrity, performance, and assurance are considered as very important in assessing the quality of C2C online buy and sell websites. Factor analysis revealed that the fifteen dimensions of e-quality can be grouped into three factors.

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 2002Dimensions of e‐quality 2006Quantitative research methods for professionals 2009An assessment of cause and effect decision-making model for firm environmental knowledge management capacities in uncertainty 2009Measuring e‐commerce‐quality: an exploratory review

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2017A framework for quality management of e-commerce websites

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