Service quality and e‐commerce: an exploratory analysis
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 April 2001
Abstract
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.
Keywords
Citation
Cox, J. and Dale, B.G. (2001), "Service quality and e‐commerce: an exploratory analysis", Managing Service Quality: An International Journal, Vol. 11 No. 2, pp. 121-131. https://doi.org/10.1108/09604520110387257
Publisher
:MCB UP Ltd
Copyright © 2001, MCB UP Limited