eTailQ: dimensionalizing, measuring and predicting etail quality |
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Authors: | Mary Wolfinbarger |
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Affiliation: | a College of Business Administration, California State University, Long Beach, 1250 Bellflower blvd., CA 90803, USA b Graduate School of Management, University of California, Irvine, Irvine, CA 92697-3125, USA |
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Abstract: | Quality is related to customer satisfaction, retention and loyalty in both product and services settings. Thus, quality is expected to be a determinant of online retailer success as well. Based on online and offline focus groups, a sorting task, and an online survey of a customer panel, the authors establish the dimensions of the etail experience, and develop a reliable and valid scale for the measurement of etail quality. The analysis suggests that four factors—website design, fulfillment/reliability, privacy/security and customer service—are strongly predictive of customer judgments of quality and satisfaction, customer loyalty and attitudes toward the website. |
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Keywords: | Online shopping Quality Internet Consumer behavior |
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