Consumer Perception of E-Service Quality: From Internet Purchaser and Non-Purchaser Perspectives
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Keywords

Consumer Perception
E-Service
Reliability
Security

How to Cite

Consumer Perception of E-Service Quality: From Internet Purchaser and Non-Purchaser Perspectives. (2002). Journal of Business Strategies, 19(1), 19-42. https://doi.org/10.54155/jbs.19.1.19-42

Abstract

This exploratory study expands the knowledge concerning service quality
dimensions in the context of Internet commerce, from the differing perspectives
of two groups: Internet purchasers and Internet non-purchasers. Six primary
service quality dimensions perceived by Internet purchasers were uncovered:
reliability, access, ease of use, personalization, security, and credibility while
seven dimensions were discovered for Internet non-purchasers: security, responsiveness,
ease of use, reliability, availability, personalization, and access.
When examining the relative importance of each dimension affecting overall
service quality assessment, the "reliability" factor was found to be the most
important dimension for Internet purchasers while Internet non-purchasers
consider "security" as their most critical concern.

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