Quality in Electronic Commerce B2C: Perceptions,Expectations and Importance |
| |
Authors: | Lucía Melián Alzola Víctor Padrón Robaina |
| |
Institution: | Universidad de Las Palmas de Gran Canaria, Campus de Tafira, Facultad de CC, Económica y Empresariales , Módulo C, 35017 Las Palmas de Gran Canaria, Spain |
| |
Abstract: | There are two academic and professional fields that are strategically important to today's firms: electronic commerce B2C (business to consumer) and Total Quality Management. Their joint appearance in the present scenario gives rise to opportunities and challenges on quality literature that need to be tackled. On that basis, this paper studies the predictive value of the alternative scales of quality in electronic commerce B2C: scale of perceptions, scale of difference (perception minus expectations) and scale of weighted differences. As a result, the measures of perceptions have more predictive value than other measures. However, the measures of expectations and the measures of importance have been considered for diagnostic proposes. |
| |
Keywords: | |
|
|