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Global service quality of business-to-consumer electronic-commerce

Author

Listed:
  • Mahmud Akhter Shareef
  • Vinod Kumar
  • Yogesh K. Dwivedi
  • Uma Kumar

Abstract

The sustainability and expansion of electronic-commerce (EC) depends on several factors. In the absence of physical cues from a direct person-to-person transaction, service quality plays a significant role in EC. Therefore, exploring the service quality factors of EC and their possible impact on customers' behaviour in a global context is a broad area to investigate and understand. However, the existing frameworks do not appear to be quite adequate to determine all relevant service quality dimensions for business-to-consumer (B2C) EC and to conceptualise these dimensions to form a comprehensive model. This led to conceptualising the theories and concepts that contribute to developing the fundamental paradigms of service quality frameworks of B2C EC. We also developed a theoretical framework of the service quality dimensions of EC (GSQ-EC Model) in the global context with a detailed definition of constructs and measuring scale items.

Suggested Citation

  • Mahmud Akhter Shareef & Vinod Kumar & Yogesh K. Dwivedi & Uma Kumar, 2014. "Global service quality of business-to-consumer electronic-commerce," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 8(1), pages 1-34.
    • Handle: RePEc:ids:ijicbm:v:8:y:2014:i:1:p:1-34
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    Cited by:

    1. Shweta Pandey & Deepak Chawla, 2016. "Impact of changing consumer lifestyles and website quality on online satisfaction and loyalty - an emerging market framework," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 12(1), pages 50-71.
    2. Wang, Wei-Tsong & Ou, Wei-Ming & Chen, Wen-Yin, 2019. "The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective," International Journal of Information Management, Elsevier, vol. 44(C), pages 178-193.

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