Examining customers' perception of electronic shopping mall's e-service quality

Xin Tong Li, Abdul Rahman, Gan Connie and Zahir Osman

International Journal of Services, Economics and Management, 2020, vol. 11, issue 4, 329-346

Abstract: This paper aims to examine consumers' perception of shopping malls e-service quality. The phenomenal growth of e-commerce and the gap in the current e-service quality literature has necessitated this study. The growth of many large-scale online shopping platforms such as Amazon.com, T-mall and JD.com has contribute immensely to the economic growth globally. This study has utilised a quantitative approach via structural equation modelling (SEM) to analyses its findings. Efficiency, trust, reliability, and privacy are key dimensions of e-service quality model. Theoretical and managerial implications are discussed with future research directions.

Keywords: service quality; online shopping; China; customer satisfaction; purchasing; structural equation modelling; SEM. (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:ids:injsem:v:11:y:2020:i:4:p:329-346

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