Apparel retailers: website quality dimensions and satisfaction |
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| Institution: | 1. University of St. Gallen, Institute of Retail Management, Dufourstrasse 40a, 9000 St. Gallen, Switzerland;2. University of Groningen, Faculty of Economics and Business, Department of Marketing, P.O. Box 800, 9700 AV Groningen, The Netherlands |
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| Abstract: | Online retailers would benefit from studies that examine which website attributes can be manipulated to favorably affect consumer satisfaction. The purposes of the study were (1) to examine the dimensionality of website quality for apparel retailers and (2) to determine which dimensions of website quality were significant predictors of shopper satisfaction. Data were collected from 273 female online apparel shoppers. Loiacono's WebQual™ instrument was used to measure shopper perceptions of websites. Factor analysis identified six dimensions of website quality: (1) web appearance, (2) entertainment, (3) informational fit-to-task, (4) transaction capability, (5) response time, and (6) trust. Only three dimensions, informational fit-to-task, transaction capability, and response time, were significant predictors of shopper satisfaction. |
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