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Article
Publication date: 1 June 2015

Gajendra Sharma and Wang Lijuan

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

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.

Details

The Electronic Library, vol. 33 no. 3
Type: Research Article
ISSN: 0264-0473

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Article
Publication date: 9 January 2017

Myunghee Mindy Jeon and Miyoung Jeong

This study aims to examine determinants of perceived website quality and associations among consequences of perceived website quality. Adopting the framework of loyalty…

Abstract

Purpose

This study aims to examine determinants of perceived website quality and associations among consequences of perceived website quality. Adopting the framework of loyalty development, causal links are investigated among the website quality, customers’ perceived service quality, their satisfaction, return intention and loyalty in the context of the lodging industry.

Design/methodology/approach

An online field survey is conducted with internet bookers. A confirmatory factor analysis and a parameter estimate analysis using structural equation modeling are adopted to analyze the data.

Findings

The progression of the phases of loyalty proceeds in a linear fashion on a lodging website. Mediation effects of customer satisfaction and return intention are detected. Moderation effects of gender were also detected in the relationships among website service quality and consequences of website service quality.

Research limitations/implications

Caution is advised in generalizing findings of this study due to convenience sampling, although findings of the study do confirm results of previously conducted studies.

Practical implications

This study provides practical tips for website development for hospitality management to understand the e-loyalty formation process so that appropriate marketing strategies can be established to accommodate the type and degree of individual customer’s loyalty as well as gender-specific expectations from prospective customers.

Originality/value

This study demonstrates that customer loyalty formation in both physical and online environments has identical processes in the context of the lodging industry. The male group, compared to the female group, appears to be more sensitive in perceiving the effects of functionality of a lodging website, tends to develop customer satisfaction when perceiving website service quality and inclines to develop customer loyalty when having return intention.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 1
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 7 August 2017

Fei Liu, Bo Xiao, Eric T.K. Lim and Chee-Wee Tan

The purpose of this paper is to advance product appeal and website appeal as focal psychological mechanisms that can be invoked by business-to-consumer e-commerce sites to…

Abstract

Purpose

The purpose of this paper is to advance product appeal and website appeal as focal psychological mechanisms that can be invoked by business-to-consumer e-commerce sites to mitigate problems of information asymmetry via signaling to bolster consumers’ purchase intention under the influence of trust.

Design/methodology/approach

Survey approach was employed to validate the research model.

Findings

Website appeal partially mediates the positive effect of product appeal on consumers’ purchase intention. Trust in e-commerce sites not only increases purchase intention directly, but it also reinforces the positive relationship between website appeal and purchase intention while attenuating the positive relationship between product appeal and purchase intention. Service content quality, search delivery quality, and enjoyment are confirmed as positive antecedents of website appeal whereas diagnosticity and justifiability are established as positive antecedents of product appeal.

Research limitations/implications

This study not only delineates product and website appeal as complementary drivers of consumer purchase on e-commerce sites, but it also derives five signals that aid in bolstering both product and website appeal. Trust is revealed to exert a moderating influence on the impact of product and website appeal on purchase intention.

Practical implications

Practitioners should prioritize their resource allocation to enhance qualities most pertinent to product and website appeal. E-commerce sites should offer product-oriented functionalities to facilitate product diagnosticity and reassure consumers of their purchase decisions.

Originality/value

This study distinguishes between product and website appeal as well as between their respective antecedents. It also uncovers how trust can alter the effects of both website and product appeal on consumers’ purchase intention.

Details

Internet Research, vol. 27 no. 4
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 10 April 2019

Chun-Der Chen, Edward C.S. Ku and Chien Chi Yeh

Customers who engage in impulsive online shopping make immediate, unplanned and ill-thought-out purchases online. The purpose of this paper is to present a model to…

Abstract

Purpose

Customers who engage in impulsive online shopping make immediate, unplanned and ill-thought-out purchases online. The purpose of this paper is to present a model to illustrate how website quality (moderated by hedonic value) influences impulsive shopping behaviors in the context of online tourism.

Design/methodology/approach

The model and hypotheses presented here were tested by structural equation modeling. Empirical data were collected by conducting a questionnaire survey, in total, 3,000 invitation messages were mailed to the members of the two travel communities (1,500 invitation messages for each one), of which, 402 were returned completed (a return rate of 13.4 percent).

Findings

Visually appealing websites are more likely to attract customer attention and illicit pleasurable emotional responses. In addition, effective tourism websites also maintain good service quality and ensure accuracy of information. Finally, good functional benefits can help customers reduce the time and effort spent searching for a specific service and can also serve as a stimulus triggering impulse buying.

Research limitations/implications

This study used a reliable multidimensional measure of factors that influence the relational benefit of initiators and buyers to help elucidate which factors encourage impulsive online shopping. From a theoretical perspective, the authors determined that website quality is positively associated with functional benefits, and thereby influences impulsive shopping behaviors; in addition, the functional benefits conferred by websites have a strong and direct influence on impulsive shopping behavior. However, this effect is moderated by hedonic value.

Practical implications

Online tourism retailers should continually seek to enhance this function because it is the primary motivation behind customer use of online shopping websites. Effective tourism websites also maintain good service quality and ensure accuracy of information. Finally, navigation systems should be designed to meet the needs of new users, for example by offering help pages that address a variety of topics. Therefore, tourism websites should feature an adequate number of images, a colorful design, and well-described services and products.

Originality/value

In recent years, the popularity of online shopping websites has continued to rise. In seeking to elucidate impulsive online shopping behaviors, this study focused on online-to-offline applications, the uses-and-gratifications perspective and service-dominant logic. The authors also discussed the important influence of website quality on impulse buying and how this is moderated by hedonic value. The research model presented in this study provides a reliable instrument to operationalize key constructs in the analysis of impulsive shopping behavior and has important implications for the online tourism industry.

Details

Internet Research, vol. 29 no. 4
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 10 April 2018

Tiziana Laureti, Michela Piccarozzi and Barbara Aquilani

The purpose of this paper is to study the real role of historical satisfaction (HSat), i.e., satisfaction only deriving from past experiences, excluding the most recent…

Abstract

Purpose

The purpose of this paper is to study the real role of historical satisfaction (HSat), i.e., satisfaction only deriving from past experiences, excluding the most recent, in B2C service contexts when services are experienced offline, while the actual services are purchased online through the service providers’ website.

Design/methodology/approach

The proposed conceptual framework was tested by focusing on a particular travel industry firm which is responsible for providing travel services as well as managing the website where these services are purchased. The study population included customers who had purchased at least two travel tickets during the last 12 months online. In order to reduce possible self-selection bias and to improve the generalizability of the web survey findings, post-stratification was applied. The measurement model was evaluated by using confirmatory factor analyses. The direct and indirect effects of HSat on encounter overall satisfaction (EOS) were analyzed using structural equation modeling.

Findings

The direct effect of HSat on EOS was observed to be higher than its indirect effect through offline service dimensions and website dimensions. It was also observed that offline service dimensions have a direct impact on EOS, while they do not have an indirect impact since the website dimensions do not have a direct effect on EOS.

Research limitations/implications

Historical satisfaction is really important in building EOS for services purchased previously online but experienced offline.

Practical implications

The results could provide managers with useful tools for allocating resources and also build an even higher level of EOS. They also shed light on how HSat molds offline service perception for services sold online.

Originality/value

To the authors’s knowledge, only one empirical paper focused on “historical satisfaction,” while no studies have taken into consideration the fact that service offline dimensions and e-customer satisfaction could be indirectly linked by website quality dimensions, the issue studied in this paper.

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Article
Publication date: 15 June 2012

Álvaro Rocha

This paper aims to propose a high‐level structure for a global quality evaluation of a website. This structure is based on the characteristics, sub‐characteristics and…

Abstract

Purpose

This paper aims to propose a high‐level structure for a global quality evaluation of a website. This structure is based on the characteristics, sub‐characteristics and attributes of three main dimensions (content, service, and technical quality) that will substantiate the development of broad website quality evaluation, comparison and improvement methodologies, according to particular sectors of activity and evaluator's perspective.

Design/methodology/approach

Based on the literature and the author's experience a framework is proposed for a global quality evaluation of a website.

Findings

Considering the results of some studies, as well as the systematisation of the knowledge available in several bibliographies, website quality can be grouped into three main dimensions: content quality, service quality, and technical quality. There has not yet been an evaluation methodology that focuses on these three main website quality dimensions in a broad and transversal sense.

Originality/value

The paper presents an innovative high‐level structure for a global quality evaluation of a website, based on three dimensions not previously considered together.

Details

Online Information Review, vol. 36 no. 3
Type: Research Article
ISSN: 1468-4527

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Article
Publication date: 13 March 2017

Yen-Chun Chen, Yung-Cheng Shen, Crystal Tzu-Ying Lee and Fu-Kai Yu

The purpose of this paper is to develop and validate a multidimensional hierarchical scale for measuring “e-service quality variation.”

Abstract

Purpose

The purpose of this paper is to develop and validate a multidimensional hierarchical scale for measuring “e-service quality variation.”

Design/methodology/approach

Based on the psychometric scale-development approach, qualitative and quantitative methods were employed to develop the e-SERVAR scale. A multidimensional hierarchical factor structure of e-SERVAR is proposed, along with a set of preliminary items derived from literature and the qualitative study. Furthermore, the Yahoo website in Taiwan was chosen to be the target e-service website for data collection to develop the e-SERVAR scale. A series of statistical methods (i.e. item-to-total correlations, exploratory factor analyses, CFAs and structural equation modeling) were adopted to verify construct reliability and validity as well as nomological validity of the scale.

Findings

A 41-item e-SERVAR scale based on the structure of a hierarchical factor model was developed that contains three primary dimensions (i.e. information, system and fulfillment) and nine subdimensions (information accuracy, information quantity, information timeliness, information usefulness, system reliability, system security, merchandise quality, merchandise delivery timeliness and merchandise security).

Practical implications

The results of this study help managers identify sources of quality variability and design efficacious strategies to reduce such variability in order to improve the overall e-service quality.

Originality/value

Prior research of e-service quality has paid less attention to the role of e-service quality variability. Discussion of e-service quality variability was mainly conceptual in nature. This research presents the e-SERVAR scale as a measurement tool that provides a new avenue for researchers to study how to improve e-service quality by measuring service variability.

Details

Journal of Service Theory and Practice, vol. 27 no. 2
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 14 June 2021

Mark Anthony Camilleri

This research identifies the critical factors of online service delivery of electronic commerce (e-commerce) websites, including website attractiveness, website

Abstract

Purpose

This research identifies the critical factors of online service delivery of electronic commerce (e-commerce) websites, including website attractiveness, website functionality, website security and consumer fulfillment during an unprecedented Coronavirus (COVID-19) pandemic.

Design/methodology/approach

A structured questionnaire was used to gather data from 430 online respondents who were members of popular social media groups. The survey instrument relied on valid and reliable measures relating to electronic service quality (e-SERVQUAL) to better understand the participants’ satisfaction with shopping websites, as well as their loyal behaviors and word-of-mouth activities.

Findings

The findings reported that consumers valued the e-commerce websites’ features and their consumer order fulfillment capabilities. These factors increase the consumers’ satisfaction with online shopping experiences, generate repeat business, as well as positive reviews on social media.

Research limitations/implications

This study addresses a knowledge gap in academia. To date, little research has focused on the consumer order fulfillment aspect of e-commerce transactions and on after-sales of online businesses.

Originality/value

This contribution posits that e-commerce websites ought to be appealing, functional and offer secure transactions. More importantly, it suggests that merchants should consistently deliver personalized service in all stages of an online purchase, including after the delivery of the ordered products.

Details

Journal of Strategy and Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1755-425X

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Article
Publication date: 2 September 2020

Chien-Che Huang, Yu-Wei Chang, Ping Yu Hsu and Grandys Frieska Prassida

The purpose of this study is to investigate multichannel integration of hotels and online travel agencies (OTAs) and to compare consumer behavior between China and…

Abstract

Purpose

The purpose of this study is to investigate multichannel integration of hotels and online travel agencies (OTAs) and to compare consumer behavior between China and Indonesia in the context of online to offline (O2O) commerce. We examine how the services, brand and market share of OTAs influence behavioral intentions in both online and offline channels. SERVQUAL, theory of reasoned action and the halo effect are integrated to develop the research model.

Design/methodology/approach

To investigate Chinese and Indonesian customers' experiences and behavioral intention of OTAs and hotels, the customers who booked hotels using OTAs were invited to participate in the questionnaire survey. This study collected 336 and 305 data from China and Indonesia, respectively. A partial least squares structural equation modeling technique was used to test and compare the research hypotheses and model between China and Indonesia.

Findings

The results compare the similarities and differences of cross-country customer experiences and behavioral intentions of OTAs and hotels. The effect of website service quality on online satisfaction, the effect of online satisfaction on offline confirmation and the effects of offline confirmation and booking intention on patronage intention are significant and positive in both countries. Website service quality is positively associated with booking intention for Indonesia but not for China. The relationship between perceived size and booking intention is significant for China but not for Indonesia. The findings provide insights into the development of O2O commerce for global markets and multichannel strategies between OTAs and hotels.

Originality/value

With the development of O2O commerce, increasingly more hoteliers are opening up online and offline sales channels by cooperating with OTAs. Although several cross-country studies have investigated consumer behavior or behavioral intentions, behavioral settings are based on online or offline channels rather than the integration of both channels. Although some research has studied the integration or competition of OTAs and hotels, none of these studies have investigated the issues from the perspective of country comparison. This study provides the understanding of how customers in different countries and with different backgrounds react to the same e-commerce development, especially the cooperation of OTA and hotels.

Details

Industrial Management & Data Systems, vol. 120 no. 12
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 5 February 2018

Manimay Ghosh

The purpose of this paper is to examine the applicability of electronic service quality instrument, E-S-QUAL, in e-commerce industry in India. Additionally, the efficacy…

Abstract

Purpose

The purpose of this paper is to examine the applicability of electronic service quality instrument, E-S-QUAL, in e-commerce industry in India. Additionally, the efficacy of the instrument is also examined for two sub-groups of users based on frequency of usage.

Design/methodology/approach

Field research was conducted with a modified version of the instrument. The data collected were analyzed using multivariate techniques.

Findings

The study confirms the validity of the four dimensions (efficiency, fulfillment, system availability, and privacy) of E-S-QUAL instrument. All four dimensions were found to be significant predictors of perceived value. Efficiency and fulfillment were significant predictors of overall perceived quality. Perceived value had a positive and significant relationship with loyalty. The two relationships were further examined for two sub-groups of web users based on the frequency of usage. For heavy users of websites, all four dimensions were significant predictors of perceived value. For predicting perceived value in respect of light users of website, efficiency, fulfillment, and privacy were important determinants. The relationships among latent constructs were checked using structural equation modeling and the model was found to be acceptable. The result showed that electronic service quality affected perceived value, which, in turn, affected loyalty toward a website.

Originality/value

This paper makes an attempt to replicate the four dimensions structure of E-S-QUAL instrument on online shopping sites in India thus enhancing its external generalizability. Additionally, the paper investigates the association of the four aforesaid dimensions with perceived value and overall perceived quality for two sub-groups of users: frequent and non-frequent. The cornerstone of this particular study is to examine the frequency of usage as deterministic parameter for perceived value and overall perceived quality.

Details

International Journal of Quality & Reliability Management, vol. 35 no. 2
Type: Research Article
ISSN: 0265-671X

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