How do Chinese and Saudi Customers Perceive Online Service Quality? A Comparative Study

Habib Ullah Khan · Mahmood A. Awan · Han-Chiang Ho

16 citations0/0 files storedThe Journal of Business Inquiry

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

Abstract

This study has two main objectives. The first one aims to examine the service quality of websites offering services using E-S-QUAL (Online Service Quality) and ERecS-QUAL (Online Recovery of Service Quality) models in two markets: China and Saudi Arabia (KSA). The second one is to compare the online service quality of websites offering services in China with that of KSA in order to identify cultural variations. For the purpose of this study, a survey was conducted in China and KSA. A total of 550 customers who were using online services like websites, portals to carry out online purchases, are identified in both countries and are asked to fill the questionnaires.

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1988On the Evaluation of Structural Equation Models 1994The Commitment-Trust Theory of Relationship Marketing 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments 2002Consumer Trust, Value, and Loyalty in Relational Exchanges 2004E-S-QUAL 1996Applications of structural equation modeling in marketing and consumer research: A review 1984Strategic Management and Marketing in the Service Sector

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