Examining the Key Factors Affecting e-Service Quality of Small Online Apparel Businesses in Malaysia

Che Nawi Noorshella, Al Mamun Abdullah and Ahmad Raston Nursalihah

SAGE Open, 2015, vol. 5, issue 2, 2158244015576550

Abstract: e-Service quality (eSQ) is increasingly recognized as an important aspect, as well as the key to determining the competitive advantage and factor in the long-term retention of firms operating online. This study, therefore, is aimed at identifying the key determinants of eSQ among the small online apparel businesses in Malaysia. This study used a cross-sectional design, and data were collected from 765 customers who purchased apparel online at the point-of-purchase. Findings of this study indicate that “product information quality,†“website design,†“security and privacy,†and “expected consumer service†are the key determinants of eSQ among small online apparel businesses in Malaysia. The implication for the owner-managers of the apparel businesses in Malaysia is that they must be aware of the significance of the key eSQ indicators while designing their businesses, to attract and retain customers.

Keywords: e-commerce; apparel business; e-service quality; Malaysia (search for similar items in EconPapers)
Date: 2015
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

Downloads: (external link)
https://journals.sagepub.com/doi/10.1177/2158244015576550 (text/html)

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:sae:sagope:v:5:y:2015:i:2:p:2158244015576550

DOI: 10.1177/2158244015576550

Access Statistics for this article

More articles in SAGE Open
Bibliographic data for series maintained by SAGE Publications ().