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Electronic service quality in online shopping and risk reduction strategies

Angeliki Vos (Department of Library Science and Information Systems, Technological Educational Institute of Athens, Athens, Greece)
Catherine Marinagi (Logistics Department, Technological Educational Institute of Central Greece, Thiva, Greece)
Panagiotis Trivellas (Logistics Department, Technological Educational Institute of Central Greece, Thiva, Greece)
Niclas Eberhagen (Department of Informatics, Linnaeus University, Vaxjo, Sweden)
Georgios Giannakopoulos (Department of Library Science and Information Systems, Technological Educational Institute of Athens, Athens, Greece)
Christos Skourlas (Department of Informatics, Technological Educational Institute of Athens, Athens, Greece)

Journal of Systems and Information Technology

ISSN: 1328-7265

Article publication date: 5 August 2014

2793

Abstract

Purpose

The purpose of this paper is to investigate risk reduction strategies in online shopping through the perspective of buyer’s trust.

Design/methodology/approach

An explanatory research approach is adopted to identify cause-and-effect relationships between e-quality and customers’ loyalty, satisfaction and trust. This approach is accomplished through field research, which is based on a structured questionnaire that utilizes the E-S-QUAL tool, which is a multiple-item general scale for measuring electronic service quality. The sample is consisted of 92 e-buyers (consumers).

Findings

The field research revealed that three e-quality dimensions, namely, ease of use, customization and assurance, e-scape and responsiveness, have significant positive effects on e-loyalty and e-satisfaction. Regarding e-trust, only customization and assurance exerts a significant positive effect.

Research limitations/implications

The field research provides in-depth understanding of relationships among e-loyalty, e-satisfaction and e-trust. The majority of the respondents are young people living in Athens, Greece, highly educated, with a relative low monthly income.

Originality/value

This study investigates how trust is affecting the consumers’ engagement to e-commerce, suggesting the appropriate security that should be taken to mitigate perceived risks. Reviewing security measures can help reduce risks of an e-company and simultaneously enforce the level of trust and customers' intentions to buy.

Keywords

Citation

Vos, A., Marinagi, C., Trivellas, P., Eberhagen, N., Giannakopoulos, G. and Skourlas, C. (2014), "Electronic service quality in online shopping and risk reduction strategies", Journal of Systems and Information Technology, Vol. 16 No. 3, pp. 170-186. https://doi.org/10.1108/JSIT-01-2014-0008

Publisher

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Emerald Group Publishing Limited

Copyright © 2014, Emerald Group Publishing Limited

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