Influence of service quality dimensions on eCommerce in India

Meet, Makhija (2021) Influence of service quality dimensions on eCommerce in India. Graduate student work (Unpublished)

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Abstract or Summary

Online shopping has become one of the most popular ways of shopping in the past decades. As the popularity increases, customer’s expectations also rise from the e-commerce firms, and hence maintaining customer's trust, customer satisfaction level, and service quality has become equally important. This research mainly focuses on the factors that impact the eCommerce business in India and the dimensions that affect these factors. A total of 365 responses were collected from the online surveys showing the predicted hypotheses are accepted after the quantitative analysis. Positive impacts of service quality, customer's satisfaction and trust are determined with reliability as the most critical dimension for these factors. Also, people have given importance to other factors such as delivery, customer support, ease of use and website design while finding the dimensions that affect these factors. This research has discussed the method, methodologies, analysis, and conclusion for this research.

Item Type:Graduate student work
Keywords that describe the item:Customer satisfaction, customers trust, eCommerce, reliability, responsiveness, SERVQUAL, service quality, tangibility
Subjects:T Technology > T Technology (General)
Divisions:Schools > Centre for Business, Information Technology and Enterprise > School of Information Technology
ID Code:7808
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Deposited On:16 Aug 2021 01:00
Last Modified:18 Aug 2021 02:26

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