Customer Perceptions of E-commerce Quality: A Critical Review of Extant Knowledge
Journal Title: International Journal of Interdisciplinary and Multidisciplinary Studies (IJIMS) - Year 2017, Vol 4, Issue 2
Abstract
Websites of e-retailers are like a digital and dynamic representation of Bricks & Mortar store of retailers. So, if a customer goes to a store and finds that its ambience is not pleasing, products are not correctly priced, friendly environment is not there, then he would leave the store and will not return. Similarly in online context, if customers perceive a company’s website as poorly designed, providing inaccurate information, user interface is not friendly and has privacy issues, then customers will switch to other e-tailers. Hence, not only products and services but the dimensions that judge the perceive service quality has become very important for success in e-commerce. Thus, this paper is an attempt to discuss in detail the various dimensions of a website quality that an online vendor must keep in mind in order to attract and retain customers.
Authors and Affiliations
Shubham Sethi, Vishal Garg, Sheena Gupta
Keywords
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