Conceptualizing consumers' perceptions of e‐commerce quality

Qin Su · Yongtao Song · Ting Chen

47 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 purpose of this paper is to explore the structure of the concept of customer‐perceived quality (CPQ) in electronic commerce (e‐commerce).

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1992Measuring Service Quality: A Reexamination and Extension 1984A Service Quality Model and its Marketing Implications 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective 2004E-S-QUAL 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge 2000Service Management and Marketing: A Customer Relationship Management Approach 2003eTailQ: dimensionalizing, measuring and predicting etail quality

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2019Standardisation of enterprise architecture development for smart cities 2014Website Quality and Profitability Evaluation in Ecommerce Firms Using Two-stage DEA Model 2009Measuring e‐commerce‐quality: an exploratory review 2020Determinants of Customer Loyalty Dimensions 2019Proposing a Service Quality Framework for Mobile Commerce 2020Purchasing through Social Platforms with Buy Buttons: A Basic Hierarchical Sequence

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