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Title:
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ASSESSING THE QUALITY OF AN ON-LINE SUPERMARKET |
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Author(s):
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Frederic Marimon , Richard Vidgen , Stuart Barnes , Eduard Cristobal |
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ISBN:
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978-972-8924-78-2 |
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Editors:
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Piet Kommers and Pedro Isaías |
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Year:
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2009 |
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Edition:
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1 |
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Keywords:
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Internet; electronic commerce; electronic service quality; E-S-QUAL. |
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Type:
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Full Paper |
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First Page:
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393 |
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Last Page:
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400 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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Nowadays that competition for online consumers intensifies, service quality has become a key differentiator for online
vendors and thus it has become increasingly important to have an appropriate means by which to measure it. One of the
latest is E-S-QUAL. Nevertheless, whereas the topic has had risen certain interests in academic fields, the managers of
companies with Web presence are not yet using it. Actually, some academic articles have appeared in the last five years.
Particularly, some authors have been arguing about the construction of a scale to assess the electronic service quality
provided by a website, but few companies are taking advantage of these new tools to assess its service quality.
This article finds out that the generic E-S-QUAL scale fits quite well when is applied to an online supermarket. Finally,
there are some practical conclusions for practitioners. |
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