Study on Quality Demand for Online Shop Website

Yi-Chan Chung

International Journal of Economics & Business Administration (IJEBA), 2020, vol. VIII, issue 4, 545-550

Abstract: Purpose: This study focuses on the online shop website H and by Kano two-dimensional quality model, it obtains “the items to improve service quality” as the criteria for the website to improve the quality. Design/Methodology/Approach: According to SERVQUAL this study classifies the measures of service quality into Responsiveness, Tangible, Reliability, Empathy and Guarantee. According to Kano model analysis, this study obtains items which highly enhance customer satisfaction and highly reduce customer dissatisfaction. Findings: The study obtains five items which highly enhance customer satisfaction and highly reduce customer dissatisfaction: specific classification of products on the websites, immediate accomplishment of service, precise amount of bill after shopping, customer service personnel maintain certain degree of service quality, customer service personnel provide various products with consistent quality. It is suggested that the online shop website H should improve these five items in order to increase customer satisfaction and profits. Practical implications: This study focuses on the online shop website H and by Kano two-dimensional quality model, it obtains “the items to improve service quality” as the criteria for the website to improve the quality. Originality/value. This study obtains five “items to improve service quality” which increase customer satisfaction and reduce customer dissatisfaction. The website can maintain good service quality of these items to result in maximum profit.

Keywords: Online shop website; Kano model; service quality. (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:ers:ijebaa:v:viii:y:2020:i:4:p:545-550

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