The Effects of Individual Dimensions of Service Quality of Online Shopping

Journal Title: International Journal of Business and Management Invention - Year 2018, Vol 7, Issue 3

Abstract

Electronic-commerce enables buying and selling of products online with the use of internet. The conventional method of shopping which involved visiting a particular store, physically examining the product and then paying for it after being satisfied with the applicability of the product is slowly being replaced by ecommerce. The trends of e-commerce are only getting better day by day with new features that enable second hand sales on e-commerce portals, wide range of product categories, sales of the intangible services, and so much more. The trend of shopping online is catching up for various reasons like convenience, home delivery, product comparison, price comparison, safe and easy payment, timely and safe delivery of products, easy returns etc. The current empirical study attempts to explore and study the service quality (tangibility, reliability, responsiveness, assurance and empathy) dimensions that affect the customer’s perception towards services offered by Unishopy (e-tailer) in Bengaluru city. In order to realise the stated objectives the researchers have employed SERVQUAL modeldeveloped by Parasuraman et al (1988) and collected the data from 160 respondents. The validity of the questionnaire was adjudged, using Cronbach's coefficient (α) was calculated to test the reliability and internal consistency of the responses. In the second phase, normality of the data and frequency distribution have been conducted and extrapolated by using inferential statistics. In the last phase, a robust multiple regression model has been run to identify the major determinants of service quality. The survey results revealed that Tangibility, Assurance, Empathy and Responsiveness were the major determinants of service quality in online retail sector. Out of the chosen variables the very important quality dimension is Empathy followed by Assurance, Responsiveness and Tangibility.

Authors and Affiliations

Dr. Sathyanarayana S, Prof. Sudhindra Gargesa, Ms. Apoorva

Keywords

Related Articles

THE CHANGING TRENDS IN PAYMENTS: AN OVERVIEW

The present era is entering into a new pace in payment system by using digital wallets filled with coupons and offers. The Digital India programme is a flagship programme of the Government of India with a vision to trans...

The Role of Social Capital in Enhancing Competitive Advantage

:The present study aims to examine the impact of internal social capital on competitive advantage at Jordanian banks. The study's sample consists of (480) employees that will help answering the study's questions and hypo...

The Effect of Work Discipline and Job Involvement on the Performance with Incentive as Intervening Variable

The purpose of this research is to analyze the influence of job involvement and work discipline on the performance of State Civil Apparatus Pasuruan with incentive as intervening variable. Population and sample consist o...

Customer Profile And Relational Norms Orientation Of Bangladeshi Micro Finance Institution’s (MFI’s): An Overview

Relational norms play a pivotal role in exchange relationship. The success of relationship marketing strategies depends on the practice of relational norms in the organization. It has gained attention in business to busi...

Factors That Influencing of Behavior Intension Buying Sharia Insurance In Indonesia

This study describes the factors that Factors Affecting of Behavior Tendency Buying Sharia Insurance. Taking sample from 284 respondents who live at Jakarta, Bogor, Depok, Tangerang and Bekasi. This research uses descrip...

Download PDF file
  • EP ID EP399934
  • DOI -
  • Views 152
  • Downloads 0

How To Cite

Dr. Sathyanarayana S, Prof. Sudhindra Gargesa, Ms. Apoorva (2018). The Effects of Individual Dimensions of Service Quality of Online Shopping. International Journal of Business and Management Invention, 7(3), 51-64. https://europub.co.uk/articles/-A-399934