Comparison of e-service quality of Indian e-commerce websites

Sanjay Dhingra, Shelly Gupta and Ruchi Bhatt

International Journal of Indian Culture and Business Management, 2022, vol. 26, issue 3, 407-426

Abstract: Service quality has been recognised as an essential tool to achieve a competitive advantage in this technological era. By providing high-quality services to its consumers, a marketer can distinguish itself from other online service providers. This research explores the determinants of e-service quality and then compares three e-commerce websites based on these factors. The five e-service quality factors, reliability, personalisation, trust, website design, and responsiveness, have been identified from the literature. The responses of 285 users were analysed using the ANOVA test to evaluate the e-service quality of Amazon, Flipkart, and Snapdeal. The results indicated that the e-service quality of Snapdeal on all five factors was perceived significantly less than Amazon and Flipkart. Also, there was no statistical difference between the e-service quality of Amazon and Flipkart.

Keywords: electronic commerce; electronic service quality; ANOVA. (search for similar items in EconPapers)
Date: 2022
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