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Measuring service quality in online shopping: a case study of e-retailing in Iran

Siadat, Seyed Hossein and Buyut, Veronica Clement and Abdul Rahman, A. Measuring service quality in online shopping: a case study of e-retailing in Iran. In: Proceedings of the 4th IEEE International Conference on Management of Innovation and Technology, ICMIT. Institute of Electrical and Electronics Engineers, New York, 646 -651. ISBN 978-142442330-9

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Official URL: http://dx.doi.org/10.1109/ICMIT.2008.4654441

Abstract

One of the key challenges in online businesses is how to measure service quality in order to have a better understanding of its consequences which holds a significant importance to customer satisfaction. In this paper, we ranked the dimensions of service quality that affect the customers' expectation in online shopping in Iran from the customers' perspective. The measurements used were based on the widely accepted SERVQUAL model which is the most common method for measuring service quality. A descriptive statistics analysis was used to evaluate the level of service quality of Iranian's online shops from the customers' point of view. A comparison of service quality factors has also been done between Iranian and American customers.

Item Type:Book Section
Additional Information:ISBN: 978-142442330-9; 4th IEEE International Conference on Management of Innovation and Technology, ICMIT; Bangkok; 21 September 2008 through 24 September 2008
Uncontrolled Keywords:e-retailing, service quality, SERVQUAL
Subjects:Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Divisions:Computer Science and Information System (Formerly known)
ID Code:12629
Deposited By: Liza Porijo
Deposited On:15 Jun 2011 01:45
Last Modified:15 Jun 2011 01:45

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