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The effects of online service quality of e-commerce Websites on user satisfaction

Gajendra Sharma (School of Engineering, Department of Computer Science and Engineering, Dhulikel, Kavre, Nepal)
Wang Lijuan (Department of Marketing Management, Liaoning Technical University, Huludao, China)

The Electronic Library

ISSN: 0264-0473

Article publication date: 1 June 2015

Abstract

Purpose

The purpose of this paper is to investigate service quality of e-commerce Websites in online platform and their contribution on e-business promotion.

Design/methodology/approach

The online survey was performed on a survey portal provided by Nepal Telecom in Nepal.

Findings

The findings of this study suggest that information quality and online service quality were the key determinants for user satisfaction and sustainability of e-commerce technology.

Research limitations/implications

Research opportunities of web services and e-commerce area are fruitful and important for both academics and practitioners.

Practical implications

The findings on online service quality of e-commerce technology will be useful for current management practice such as making business policies and strategies and sharing information to managers and organization leaders. This study can be used for e-commerce Website operators wishing to enhance the competitiveness of their Websites in the highly competitive online market.

Originality/value

E-commerce is considered an excellent alternative for individuals and companies to reach new customers. Service quality delivery through Internet is an essential strategy to success, more important than price and web presence. The e-commerce Website has been identified as having a significant impact on business activities in solving the geographical problem. A number of performance problems have been observed for e-commerce Websites, and much work has gone into characterizing the performance of web-servers and Internet applications.

Keywords

Acknowledgements

The authors would like to thank the National Natural Science Foundation of China (NSFC), fund number: 71202117, for providing support of this study. The authors would like to express gratitude to the anonymous reviewers for their valuable comments and suggestions that greatly enhanced the manuscript quality. Many thanks to the editors of The Electronic Library for their editing support.

Citation

Sharma, G. and Lijuan, W. (2015), "The effects of online service quality of e-commerce Websites on user satisfaction", The Electronic Library, Vol. 33 No. 3, pp. 468-485. https://doi.org/10.1108/EL-10-2013-0193

Publisher

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Emerald Group Publishing Limited

Copyright © 2015, Emerald Group Publishing Limited