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Comparison of e-service quality of Indian e-commerce websites

Author

Listed:
  • Sanjay Dhingra
  • Shelly Gupta
  • Ruchi Bhatt

Abstract

Service quality has been recognised as an essential tool to achieve a competitive advantage in this technological era. By providing high-quality services to its consumers, a marketer can distinguish itself from other online service providers. This research explores the determinants of e-service quality and then compares three e-commerce websites based on these factors. The five e-service quality factors, reliability, personalisation, trust, website design, and responsiveness, have been identified from the literature. The responses of 285 users were analysed using the ANOVA test to evaluate the e-service quality of Amazon, Flipkart, and Snapdeal. The results indicated that the e-service quality of Snapdeal on all five factors was perceived significantly less than Amazon and Flipkart. Also, there was no statistical difference between the e-service quality of Amazon and Flipkart.

Suggested Citation

  • Sanjay Dhingra & Shelly Gupta & Ruchi Bhatt, 2022. "Comparison of e-service quality of Indian e-commerce websites," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 26(3), pages 407-426.
    • Handle: RePEc:ids:ijicbm:v:26:y:2022:i:3:p:407-426
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