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Examining customers' perception of electronic shopping mall's e-service quality

Author

Listed:
  • Xin Tong Li
  • Abdul Rahman
  • Gan Connie
  • Zahir Osman

Abstract

This paper aims to examine consumers' perception of shopping malls e-service quality. The phenomenal growth of e-commerce and the gap in the current e-service quality literature has necessitated this study. The growth of many large-scale online shopping platforms such as Amazon.com, T-mall and JD.com has contribute immensely to the economic growth globally. This study has utilised a quantitative approach via structural equation modelling (SEM) to analyses its findings. Efficiency, trust, reliability, and privacy are key dimensions of e-service quality model. Theoretical and managerial implications are discussed with future research directions.

Suggested Citation

  • Xin Tong Li & Abdul Rahman & Gan Connie & Zahir Osman, 2020. "Examining customers' perception of electronic shopping mall's e-service quality," International Journal of Services, Economics and Management, Inderscience Enterprises Ltd, vol. 11(4), pages 329-346.
    • Handle: RePEc:ids:injsem:v:11:y:2020:i:4:p:329-346
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