Global service quality of business-to-consumer electronic-commerce

Mahmud Shareef, Vinod Kumar, Yogesh K. Dwivedi and Uma Kumar

International Journal of Indian Culture and Business Management, 2014, vol. 8, issue 1, 1-34

Abstract: The sustainability and expansion of electronic-commerce (EC) depends on several factors. In the absence of physical cues from a direct person-to-person transaction, service quality plays a significant role in EC. Therefore, exploring the service quality factors of EC and their possible impact on customers' behaviour in a global context is a broad area to investigate and understand. However, the existing frameworks do not appear to be quite adequate to determine all relevant service quality dimensions for business-to-consumer (B2C) EC and to conceptualise these dimensions to form a comprehensive model. This led to conceptualising the theories and concepts that contribute to developing the fundamental paradigms of service quality frameworks of B2C EC. We also developed a theoretical framework of the service quality dimensions of EC (GSQ-EC Model) in the global context with a detailed definition of constructs and measuring scale items.

Keywords: business-to-consumer; B2C e-commerce; electronic commerce; global service quality; globalisation; quality dimensions; consumer satisfaction; GSQ-EC model. (search for similar items in EconPapers)
Date: 2014
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Citations: View citations in EconPapers (2)

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