Service quality and e‐commerce: an exploratory analysis

J. Cox (J. Cox is based at Accenture, London, UK.)
B.G. Dale (B.G. Dale is Head of School, at the Manchester School of Management, UMIST, Manchester, UK.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 April 2001


Examines the applicability of determinants identified in a physical services environment to assess the services relating to e‐commerce. It is argued that the lack of human interaction during the Web site experience means that determinants such as competence, courtesy, cleanliness, comfort and friendliness, helpfulness, care, commitment, flexibility are not particularly relevant in e‐commerce. On the other hand, determinants such as accessibility, communication, credibility, understanding, appearance, and availability are equally applicable to e‐commerce as they are in physical services. The paper argues the need for further research to identify suitable determinants for the e‐commerce operating environment.



Cox, J. and Dale, B. (2001), "Service quality and e‐commerce: an exploratory analysis", Managing Service Quality: An International Journal, Vol. 11 No. 2, pp. 121-131.

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Copyright © 2001, MCB UP Limited

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