Tuning an Online Shop: Consumer Reactions to E-tailers' Service Quality

Franz Hackl (), Bernhard Weiss and Rudolf Winter-Ebmer

No 2009-05, Economics working papers from Department of Economics, Johannes Kepler University Linz, Austria

Abstract: This paper investigates the impact of service quality in e-tailing on site visits and consumer demand (approximated by the last-click- through concept). We use a large representative data set obtained from a price-comparison site which covers most of the national (Austrian) market on e-tailing. Customers' valuations for a broad range of 15 dif- ferent service characteristics are condensed by factor analysis. Negative binomial regressions analysis is used to measure the impact of princi- pal factors for service quality on referral requests to online shops and last-click-throughs for different product categories.

Keywords: e-commerce; price comparison; horizontal service differentiation (search for similar items in EconPapers)
JEL-codes: L25 L81 M31 (search for similar items in EconPapers)
Pages: 28 pages
Date: 2009-06
New Economics Papers: this item is included in nep-ict and nep-mkt
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://www.econ.jku.at/papers/2009/wp0905.pdf (application/pdf)

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:jku:econwp:2009_05

Access Statistics for this paper

More papers in Economics working papers from Department of Economics, Johannes Kepler University Linz, Austria Contact information at EDIRC.
Bibliographic data for series maintained by René Böheim ().