RELATIONSHIP AMONG E-SERVICE QUALITY, CULTURE, ATTITUDE, TRUST, RISK OF ONLINE SHOPPING

Purpose Using the theory of planned behavior as its basis, the purpose of this paper is to investigate the relationships among beliefs about electronic service quality (E-S-QUAL); consumers’ need for uniqueness (CNFU); and beliefs about perceived behavioral control, expectations of important others, and cross-border online purchasing behavioral intention. The effects of E-S-QUAL and CNFU on attitude are examined with data collected from Korean consumers who have cross-border online purchasing experience. Design/methodology/approach The authors evaluate the research model in this study and test the hypotheses using partial least squares, an OLS regression-based estimation method that focuses on predicting independent variables hypothesized to have a causal relationship that maximizes the explanatory variance of the dependent variable. Findings Analysis of the data emphasizes that beliefs about E-S-QUAL and CNFU positively affect attitudes toward buying online from international sites, which in turn positively affect purchasing intention. Also, beliefs about self-efficacy and normative structure regarding cross-border online purchasing positively affect behavioral intentions. Originality/value This paper develops a conceptual model explaining consumers’ intentions to shop online across national borders. To the best of the authors’ knowledge, none of the previous studies have particularly mentioned the associations between beliefs about e-service quality and actual behavioral intentions in the context of cross-border online shopping. Also, the important role of CNFU has been ignored as one of the factors that can affect consumers’ decisions to shop online beyond national borders. In regard to this matter, the authors aim to investigate cross-border online shopping factors that can help international e-commerce gain a better understanding of the needs of their consumers.

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Consumer Behavior and Sustainable Performance: Perceived of E-Service Quality on Online Shopping

10.1109/citsm52892.2021.9588935 ◽

2021 ◽

Author(s):

Satrio Matin Utomo ◽

Jonathan Ricky Sandjaja ◽

Wiraga Seta Yustiawan ◽

Doni Purnama Alamsyah

Keyword(s):

Consumer Behavior ◽

Service Quality ◽

Online Shopping ◽

Sustainable Performance

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Technology readiness and e-service quality – impact on purchase intention and loyalty

Marketing Intelligence & Planning ◽

10.1108/mip-06-2021-0196 ◽

2022 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Doddahulugappa Goutam ◽

Shirshendu Ganguli ◽

B.V. Gopalakrishna

Keyword(s):

Service Quality ◽

Purchase Intention ◽

Online Shopping ◽

Positive Impact ◽

Vital Role ◽

Three Dimensions ◽

Technology Readiness ◽

Content Type ◽

Study Results ◽

Impact Of Technology

PurposeThis paper aims to explore impact of technology readiness (TR) on e-service quality (ESQ) and effect of ESQ and TR on purchase intention (PI) and behavioral loyalty (BL) in the context of online shopping.Design/methodology/approachWith the help of the existing literature, the authors propose a conceptual model. Questionnaire was designed to collect data, and analysis has been done using a final sample of 341 respondents.FindingsThe results show how TR has a significant impact on ESQ, PI and BL. Outcomes also highlight that only three dimensions of ESQ have a positive impact on both PI and BL. System availability dimension of ESQ impacts neither PI nor BL. Therefore, TR and ESQ together play a vital role as enablers in influencing BL and PI in online shopping context.Practical implicationsThe study results will serve as a guide to business-to-consumer e-commerce players and help them to determine how TR and ESQ dimensions will help them to build BL and PI for online shopping.Originality/valueThis is one of the first studies that takes into consideration both TR and ESQ and check how they impact PI and BL. Also, in the Indian context, it is an under-researched area and tries to fulfill this gap.

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

Comparison-Shopping Services and Agent Designs ◽

10.4018/978-1-59904-978-6.ch010 ◽

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.

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Measuring the Service Quality of E-Commerce and Competitive Strategies

Web-Based Services ◽

10.4018/978-1-4666-9466-8.ch019 ◽

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.

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An assessment of e-service quality, e-satisfaction and e-loyalty

South Asian Journal of Business Studies ◽

10.1108/sajbs-01-2019-0016 ◽

2019 ◽

Vol 8 (3) ◽

pp. 283-302 ◽

Cited By ~ 2

Author(s):

Mukaram Ali Khan ◽

Syed Sohaib Zubair ◽

Maria Malik

Keyword(s):

Service Quality ◽

Quantitative Research ◽

Online Shopping ◽

Structural Model ◽

Equation Modeling ◽

Retail Sector ◽

Content Type ◽

Internet Users ◽

Use Of The Internet ◽

Key Dimensions

Purpose The purpose of this paper is to examine e-service quality (E-SQ) of online shopping in Pakistan using “E-S-QUAL scale.” Moreover, in this study, the relationship of E-SQ with e-customer satisfaction (E-CS) and e-customer loyalty (E-CL) has been studied. Design/methodology/approach Following a quantitative research methodology, data were collected from 298 respondents using convenience sampling and survey research design was followed. In order to develop the model and test the hypotheses, structure equation modeling (SEM) was done through AMOS. Findings Findings indicate that all of the first latent constructs are significant where E-CS and E-CL (dependent variables) are influenced by E-SQ (independent variable). Using SEM, statistically fit structural model was developed on the basis of confirmatory factor analysis. The analysis shows that there is a strong positive relation between E-SQ and E-CS and E-SQ and E-CL. Practical implications Asian markets have been identified as the fastest growing e-commerce markets in present era. Similarly, retail sector in Pakistan is booming, at the same time an exponential increase is being observed in the number of internet users and online shopping. It is important for marketers and retailers to explore new horizons and enter the age of e-commerce for expansion of their businesses. Originality/value The increasingly wide use of the internet is influencing everything around the globe and these emerging e-commerce trends have tremendously changed the mode of shopping from brick and mortars to e-stores. The study explores the e-commerce and focuses on E-SQ and its impact on E-CS and E-CL in the context of a developing economy, i.e. Pakistan, uncovering the key dimensions and attributes.

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