Volume : VIII, Issue : I, January - 2018

A CONCEPTUAL FRAMEWORK ON REVIEW OF E–SERVICE QUALITY IN E–RETAILING

Dr. Manpreet Kaur

Abstract :

 

Measurement and improvement of e–service quality is important for sustaining competitive advantage of an e–retail web site. If online retailers understand what dimensions customers use to judge quality, they can take appropriate actions to monitor and enhance performance on those dimensions and remedy service failures. This paper focuses on exploring the effective factors in successful electronic retailing. Literature predicts that e–service quality measures in e–retailing have great importance in achieving high customer base. This paper proposes a conceptual model for measuring e–service quality in e–retailing. Eight dimensions Responsiveness, reliability, ease of use, security, website design, responsiveness, contact and fulfillment had been identified. The results of this paper may help to develop a proper scale to measure the e–service quality in e–retailing, which may assist to maintain and improve the performance.

Keywords :

Article: Download PDF   DOI : 10.36106/ijar  

Cite This Article:

Dr.Manpreet Kaur, A CONCEPTUAL FRAMEWORK ON REVIEW OF E-SERVICE QUALITY IN E-RETAILING, INDIAN JOURNAL OF APPLIED RESEARCH : Volume-8 | Issue-1 | January-2018

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