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Determinants of Service Excellence in Online Shopping: An Empirical Investigation

International Journal of Marketing and Business Communication

Volume 3 Issue 3/4

Published: 2014
Author(s) Name: Balgopal Singh, Abhinav Nigam | Author(s) Affiliation: Assistant Professor, FMS, Banasthali University, Rajasthan, India.
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Abstract

Large numbers of consumers in India frequently do online shopping. E-retailers at this juncture are more concerned for acquiring more and more new consumers who shop online, or first time visitors-prospective online shoppers. For developing positive attitude and perception towards themselves and their product and services, e-retailers are embarking on the service quality dimensions suggested by western author. This paper put forth the dimensions of e-service quality in Indian context mentioned here after as e-service excellence (e-SE).

Keywords: Service Quality, Reliability, Assurance, Empathy, Responsiveness, Tangible

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