EconPapers    
Economics at your fingertips  
 

Assessing and managing e-commerce service convenience

Jung-Yu Lai (), Khire Rushikesh Ulhas () and Jian-Da Lin ()
Additional contact information
Jung-Yu Lai: National Chung Hsing University
Khire Rushikesh Ulhas: National Chung Hsing University
Jian-Da Lin: National Chung Hsing University

Information Systems Frontiers, 2014, vol. 16, issue 2, No 8, 273-289

Abstract: Abstract Due to the burgeoning growth of electronic commerce (EC or e-commerce), online shopping has become a key competitive strategy for online retailers (e-retailers) to attract more customers, expand market boundaries, and create more benefits. Service convenience (SERVCON), a concept of benefit and related to customer satisfaction and retention, has received increasing attention and is now treated as an important factor in shopping behavior. Unfortunately, the literature on convenience has explored only traditional retailers. Thus, this research attempts to apply the results of marketing and information management (IM) research concerning customer service convenience with e-retailers. Based on a survey of 304 online shoppers (e-shoppers) in Taiwan, a 14-item e-commerce service convenience (EC-SERVCON) instrument was constructed. We then construct an EC-SERVCON managerial grid for managers to use in formulating strategy for improving service convenience. The instrument, findings, and implications of this study will be valuable to researchers and practitioners interested in designing, implementing, and managing e-commerce.

Keywords: E-commerce; E-retailer; Online shopping; Scale development; Service convenience (search for similar items in EconPapers)
Date: 2014
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (10)

Downloads: (external link)
http://link.springer.com/10.1007/s10796-012-9344-2 Abstract (text/html)
Access to the full text of the articles in this series is restricted.

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:spr:infosf:v:16:y:2014:i:2:d:10.1007_s10796-012-9344-2

Ordering information: This journal article can be ordered from
http://www.springer.com/journal/10796

DOI: 10.1007/s10796-012-9344-2

Access Statistics for this article

Information Systems Frontiers is currently edited by Ram Ramesh and Raghav Rao

More articles in Information Systems Frontiers from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().

 
Page updated 2025-03-20
Handle: RePEc:spr:infosf:v:16:y:2014:i:2:d:10.1007_s10796-012-9344-2