scholarly journals Service Quality Measurement and Competition Strategy Analysis of Online Shopping

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Chia-Huei Wu
Keyword(s):  
Service Quality ◽  
Online Shopping ◽  
Quality Measurement ◽  
Competition Strategy ◽  
Strategy Analysis ◽  
Web Based ◽  
Core Elements ◽  
Online Stores ◽  
Business Behavior

E-Commerce refers to such business behavior as conducting trades on a virtual network through the Internet. The core elements contributing to the success of online stores include not only the web-based presentation and the low-price strategy but the quality of online service as well. Importance-Performance Analysis is a method frequently used to evaluate performance and analyze competition strategies. Using IPA, this study analyzed and investigated the service quality of the online shopping of a case company and proposed 10 indexes to measure the service quality of online shopping. a number of suggestions on competition strategies were provided for the case company to improve its competition strategies.

scholarly journals Customer Perception Towards Online Shopping in Chennai City

2019 ◽  
Vol 8 (4S3) ◽  
pp. 278-280
Keyword(s):  
Online Shopping ◽  
The Internet ◽  
Internet Shopping ◽  
Web Based ◽  
Effective Utilization ◽  
Customer Perception ◽  
The World ◽  
Online Stores ◽  
Chennai City ◽  
Number Of Individuals

Online based purchasing is the way toward buying products and enterprises from traders who sell them online through Internet. Since the rise of the World Wide Web, sellers have tried to offer their items to individuals who browser the Internet. Customers can visit online stores from their homes and shop comfortably. Presently a day shopping has turned out to be mainstream among individuals through browsing which has increased their web knowledge and effective utilization of internet. So internet shopping has become accustomed to the buyers which made the researcher to study the perception on internet based shopping. The principle aim of the this research is to find out the opinion of the respondents towards internet shopping. These days, there has been a flood in web based shopping. The Internet has been utilized by clothing organizations to sell their items and advance their brands. As an ever increasing number of individuals purchase attire on the web, there have been an expanding number of inquires about.

How Good is Your Shopping Agent? Users' Perception Regarding Shopping Agents' Service Quality

2010 ◽  
pp. 151-164
Author(s):  
Calin Gurau
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Online Shopping ◽  
Primary Data ◽  
Personal Factors ◽  
Searching Strategy ◽  
Primary Data Analysis ◽  
Main Factors

The use of online shopping agents has increased dramatically in the last 10 years, as a result of e-commerce development. Despite the importance of these online applications, very few studies attempted to identify and analyse the main factors that influence the users’ perception regarding the service quality of online shopping agents, and consequently, the elements that determine the users’ choice of online shopping agents. The present study attempts to fill this literature gap, identifying on the basis of primary data analysis, the various circumstantial or personal factors that can determine the choice of a specific searching strategy and shopping agent.

Measuring the Service Quality of E-Commerce and Competitive Strategies

2016 ◽  
pp. 431-450
Author(s):  
Shu-Fong Chang ◽  
Jen-Chi Chang ◽  
Kuo-Hua Lin ◽  
Bin Yu ◽  
Yu-Cheng Lee ◽  
...  
Keyword(s):  
Growth Rate ◽  
Service Quality ◽  
Online Shopping ◽  
Market Competition ◽  
Competitive Strategies ◽  
Kano Model ◽  
Average Growth ◽  
Quality Scale ◽  
Quality Dimensions

The global online shopping market has exhibited consistent growth, exceeding an annual average growth rate of 10% from 2006 to 2010; however, the online shopping market in Taiwan demonstrated an astounding growth rate, surpassing 35% during the same period. In the current competitive and rapidly expanding market environment, shopping website providers must establish effective methods for measuring and improving service quality to increase customer satisfaction levels. In this study, four service quality dimensions of the e-core service quality scale (E-S-QUAL; efficiency, system availability, fulfillment, and privacy) were used to measure the service quality of shopping websites. Subsequently, the simultaneous importance-performance analysis (SIPA) method and analytical Kano model were integrated to analyze the market competition strategies adopted among members of the shopping website industry. Finally, suggestions are provided regarding potential management methods for the case companies.

Empirical Analysis of Factors Influencing Consumers' Satisfaction in Online Shopping Agricultural Products in China

2018 ◽  
Vol 16 (3) ◽  
pp. 64-77 ◽  
Author(s):  
Wu Yanyan
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Online Shopping ◽  
Agricultural Products ◽  
Cold Chain ◽  
Agricultural Product ◽  
Logistics System ◽  
Website Quality ◽  
Made In

With the development of e-commerce, online shopping for agricultural products has been more popular. And how to improve consumer's satisfaction has become more important. Literature review shows that few researches on online purchasing agricultural food focus on the consumers' satisfaction. This article designs a questionnaire, including 20 factors based on agricultural product characteristics, website quality and service quality to evaluate consumers' satisfaction. The evaluation shows that service quality, agricultural products' safety, brand and website quality significantly impact consumer satisfaction. Moreover, service quality is the most important factor. Finally, some recommendations are made in this article to develop cold chain logistics system, strictly control the agricultural products quality, build an agricultural products brand, improve the quality of agricultural product websites and strengthen policy control and guidance.

scholarly journals External Competition Strategy Analysis And Blue Ocean Strategy Using Strategy Management Approaches

2020 ◽  
Vol 3 (2) ◽  
pp. 104-114
Author(s):  
Rianita Puspa Sari ◽  
Ajeng Alaya Putri ◽  
Azri Maya Monica
Keyword(s):  
Development Strategies ◽  
Strategy Management ◽  
Market Development ◽  
Management Approach ◽  
Competition Strategy ◽  
Strategy Formulation ◽  
Strategy Analysis ◽  
Online Stores ◽  
Management Approaches ◽  
Alternative Solutions

The culinary industry contributes to the development of MSMEs in the country and requires companies to be able to increase their competitiveness, the need for a strategic management approach so that MSMEs can be competitive. Strategy formulation is used by reviewing MSMEs using the PESTLE analysis method for external environmental analysis, competitiveness analysis using the Five Force method, Ansoff Matrix method to determine market development strategies at the business unit level and Blue Ocen Strategy to determine strategies in winning the market. Data collected through interviews and observations. The results obtained show that FB MSMEs can implement market penetration strategies by creating online stores and websites. Market development strategies can be done through Healthy Store, Retailer and consignment. Product development strategies by creating healthy subscription and journal packages, and diversifying by conducting Healthy Sessions or Workshops. From the four methods above and alternative solutions offered, it can be concluded that the most appropriate strategy to improve competitiveness is to diversify in the form of a Healthy Session or Workshop.

scholarly journals Influence of E-Marketing Strategy on Customer Satisfaction

2019 ◽  
Vol 8 (9S3) ◽  
pp. 289-292
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Marketing Strategy ◽  
Quality Measurement ◽  
Favorable Condition ◽  
The Past ◽  
Performance Quality ◽  
Managerial Implications ◽  
Questionnaire Method

Over the past two decades, several attempts were made to provide best practices for e-service quality measurement and e-marketing strategy. It is always necessary to measure the performance quality of web services using different means such as E-SERVQUAL model. The customer satisfaction gets enhanced after measuring the E-service quality in a service-based company. The proposed study uses E-SERVQUAL model for measuring the service quality of an E-commerce Company. The survey questionnaire method is used to collect responses from customers of the company via email and newsletters. The results indicate that factors: efficiency, reliability, assurance and security in the e-service system are in favorable condition and factor: responsibility is not in the favorable condition that affects the customer satisfaction level of the company. Managerial implications are proposed with the help of theoretical study of e-marketing strategy 2P+2C+3S to enhance customer satisfaction of the company

scholarly journals Pengaruh Kualitas Layanan Elektronik Terhadap Loyalitas Pelanggan “Buka Lapak” Melalui Kepuasan Pelanggan ( Studi Kasus Di Kampus Ama Yogyakarta )

2021 ◽  
Vol 16 (1) ◽  
Author(s):  
Wahyudiyono Wahyudiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Online Shopping ◽  
Sampling Technique ◽  
Internet Marketing ◽  
Digital Era ◽  
Internet Media ◽  
Research Types

Absract Increasingly competitive business requires entrepreneurs to make new innovations in service, like providing convenience to customers in making transactions. Through this effort, the company can maintain market share so that it exists. By utilizing internet media in the digital era today, one of the initiatives done is to provide electronic services to customers. The purpose of this research is to find out and test the influence of e-service quality on customer loyalty mediated by customer satisfaction variables. The population in this study was the students of the Academy of Administration Management Yogyakarta (AMAYO) of which they had transacted more than two times of the online shopping site Bukalapak. The sampling technique used was purposive sampling sample. The number of sampling was 100. Based on the results of research, e-service quality has positive influences for customer satisfaction and customer loyalty. Besides, it can be proven that customer satisfaction is the mediation of the quality of E-service influencing customer loyalty. Based on Sobel Formula, it was found that the value T calculated 3.97449 > T table 1.960. It means that E-Service Quality affects customer loyalty mediated by customer satisfaction. Further, it needs other research types of online shopping sites in Indonesia.   Keywords: E-Service Quality, Customer Loyalty, Customer Satisfaction, Internet Marketing, Bukalapak

scholarly journals SKALA PENGUKURAN KUALITAS LAYANAN: SEBUAH KAJIAN LITERATUR

2019 ◽  
Vol 1 (2) ◽  
pp. 21-39
Author(s):  
Dewa Nyoman Benni Kusyana ◽  
Komang Ary Pratiwi
Keyword(s):  
Service Quality ◽  
Measurement Techniques ◽  
Quality Measurement ◽  
Measurement Tool ◽  
Quality Model ◽  
The Past ◽  
Quality Literature ◽  
Effective Models ◽  
Important Measurement

Service quality measurement techniques along with dimensions of service quality have become a major issue in the marketing literature over the past few decades. The increasing importance of quality services, both practitioners and scholars began to focus on service delivery. Measurement of service quality is now seen as an important measurement tool for companies to understand the needs and desires of customers by analyzing customer satisfaction and experience with the services provided. Although until now there has been no agreement on a particular model that should be used to measure service quality, the fact is there are several effective models that can be used by both practitioners and scholars that have been produced by researchers. Until now, researchers believe and agree that service quality is multilevel or multidimensional. This study focuses on various types of service quality models that existed until year of 2000. The methodology used is conducting a review of service quality literature. The limitation of this literature review is that the existing service quality model was developed before 2000 because after 2000 the development of quality services was focused on the quality of electronic services.

Service Quality Measurement at Brand Factory: An Empirical Study

2018 ◽  
Vol 43 (1-2) ◽  
pp. 70-77 ◽  
Author(s):  
Monica M. ◽  
Ramanaiah G.
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Service Provision ◽  
Business Strategy ◽  
Quality Measurement ◽  
Business Success ◽  
Actual Service ◽  
Fierce Competition ◽  
Perception Score

Service quality is an important factor that contributes to the customer loyalty and business success as evident from the extant literature. In the light of fierce competition, business firms can adopt service quality as a key differentiator and a key element of business strategy and retailing is no exception to this. This study was intended to measure the service quality at Brand Factory, future groups using SERVQUAL model. The descriptive design was used with the sample size of 100 customers in the Bangalore City to examine the gap between the expectation of the customers and perception with regards to service quality. The gap score for each dimension is calculated by subtracting the expectation score from the perception score. A negative gap score indicates that the actual service (the perceived score) was less than what was expected (the expectation score). Gap score is an indication of the level of quality of their service provision, and highlights areas requiring improvement. The findings show that the service quality at Brand Factory is satisfactory.

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