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The Determinants of Online Service Quality in B2C e-Commerce:a Qualitative Meta-analysis
Date Issued
2008
Date
2008
Author(s)
Chen, Wei-Hao
Abstract
The emergence of Internet has great impact on our social and economic environment; therefore, it is difficult for companies to obtain competitive advantages through traditional marketing channels. As a consequence, there are more and more companies expanded their business online. One of the major advantages of online-shopping is that the comparison of product features is essentially costless, more feasible and easier than traditional channels, therefore dot com companies could not competing merely on prices anymore, thus putting more and more emphasis on service quality.ifferent Web site evaluation measures have been proposed over the past decade. This study uses a qualitative meta-analysis methodology to synthesize the diverse findings, and serves two purposes:First, unifying the framework of the important determinants of online service quality; Second, trying to find whether there are different dimensions of online service quality in different industries. he author reviewed 106 online service quality researches in an online database, and using the online service quality framework proposed by Wolfinbarger & Gilly (2003) and the B2C e-commerce classification matrix proposed by Francis & White (2004) as the analytical framework.n summary, this study concludes eight important determinants for online service quality:(1)Website convenience/Ease of use;(2)Website information quality;(3)Website design;(4)Security;(5)Customer service support;(6)Privacy;(7)Responsiveness;(8)Personalization. The study also finds that according to the B2C e-commerce classification matrix, different industries value each online service quality dimension differently.
Subjects
B2C e-commerce
online service quality
qualitative meta-analysis
website evaluation
classification.
Type
thesis
File(s)
No Thumbnail Available
Name
ntu-97-R95741049-1.pdf
Size
23.32 KB
Format
Adobe PDF
Checksum
(MD5):1b83fcae4da2e393b4dacabaf2f67b69