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Impact of E-Service Quality on Consumer Purchase Behaviour in an On-line Shopping

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Author(s): Archana Raje | Dr. Vandana Tandon Khanna

Journal: International Journal of Computer Science and Management Studies
ISSN 2231-5268

Volume: 12;
Issue: 02;
Start page: 01;
Date: 2012;
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Keywords: Customer satisfaction | Electronic

ABSTRACT
E-commerce offers speed, convenience, and often cost effectiveness for today’s busy shoppers. This study investigated the relationships between various characteristics of online shopping and consumer purchase behaviour. Businesses with the most experience and success in using e-commerce are beginning to realise that the key determinants of success or failure are not merely web site presence and low price but also include the electronic service quality (e-service). This paper investigated various key factors affecting e-service quality dimensions. Using those dimensions, examines the relationship among e-service quality and overall service quality, customer satisfaction and purchase intensions. This paper examinesdimensions of e-service quality through web site design, reliability, responsiveness, trust and personalization.

Tango Jona
Tangokurs Rapperswil-Jona

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