Measuring the Service Quality of E-Commerce and Competitive Strategies

Shu-Fong Chang, Jen-Chi Chang, Kuo-Hua Lin, Bin Yu, Yu-Cheng Lee, Sang-Bing (Jason) Tsai, Jie Zhou, Chao Wu and Zi-Chun Yan
Additional contact information
Shu-Fong Chang: Business School, Nankai University, Tianjin, China
Jen-Chi Chang: Business School, Nankai University, Tianjin, China
Kuo-Hua Lin: Business School, Nankai University, Tianjin, China
Bin Yu: Business School, Nankai University, Tianjin, China
Yu-Cheng Lee: Department of Technology Management, Chung-Hua University, Hsinchu, Taiwan
Sang-Bing (Jason) Tsai: Management School, University of Electronic Science and Technology of China, Chengdu, China
Jie Zhou: TEDA College, Nankai University, Tianjin, China
Chao Wu: Business School, Nankai University, Tianjin, China
Zi-Chun Yan: Business School, Nankai University, Tianjin, China

International Journal of Web Services Research (IJWSR), 2014, vol. 11, issue 3, 96-115

Abstract: The global online shopping market has exhibited consistent growth, exceeding an annual average growth rate of 10% from 2006 to 2010; however, the online shopping market in Taiwan demonstrated an astounding growth rate, surpassing 35% during the same period. In the current competitive and rapidly expanding market environment, shopping website providers must establish effective methods for measuring and improving service quality to increase customer satisfaction levels. In this study, four service quality dimensions of the e-core service quality scale (E-S-QUAL; efficiency, system availability, fulfillment, and privacy) were used to measure the service quality of shopping websites. Subsequently, the simultaneous importance-performance analysis (SIPA) method and analytical Kano model were integrated to analyze the market competition strategies adopted among members of the shopping website industry. Finally, suggestions are provided regarding potential management methods for the case companies.

Date: 2014
References: Add references at CitEc
Citations: View citations in EconPapers (5)

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 018/ijwsr.2014070105 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:igg:jwsr00:v:11:y:2014:i:3:p:96-115

Access Statistics for this article

International Journal of Web Services Research (IJWSR) is currently edited by Liang-Jie Zhang

More articles in International Journal of Web Services Research (IJWSR) from IGI Global
Bibliographic data for series maintained by Journal Editor ().