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E-Service quality : Malaysian perceptions / Noor Habibah Arshad, Norjansalika Janom and Isnainy Mohd Idris

The opportunities and challenges offered by the 'electronic retail market place' are certainly generating both excitement and concern within the business community. However, Internet retailing is still very much in its infancy especially in Malaysia. One of the factors to boost the usage o...

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Main Authors: Arshad, Noor Habibah, Janom, Norjansalika, Mohd Idris, Isnainy
Format: Article
Language:English
Published: Fakulti Teknologi Maklumat dan Sains Kuantitatif 2005
Subjects:
Malaysia
Online Access:http://ir.uitm.edu.my/id/eprint/11650/1/AJ_NOOR%20HABIBAH%20ARSHAD%20JTMSK%2005%201.pdf
http://ir.uitm.edu.my/id/eprint/11650/
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spelling my.uitm.ir.116502016-09-27T03:59:36Z http://ir.uitm.edu.my/id/eprint/11650/ E-Service quality : Malaysian perceptions / Noor Habibah Arshad, Norjansalika Janom and Isnainy Mohd Idris Arshad, Noor Habibah Janom, Norjansalika Mohd Idris, Isnainy Malaysia Malaysia The opportunities and challenges offered by the 'electronic retail market place' are certainly generating both excitement and concern within the business community. However, Internet retailing is still very much in its infancy especially in Malaysia. One of the factors to boost the usage of electronic retail market place is the service quality. Service quality is increasingly recognized as an important aspect of electronic retail marketplace. Service quality is the key determinant for successful e-commerce. Gummesson (1979) was one of the first to suggest that the concept of service quality was strongly related to perceptions and trust. This study aims to gather information about consumer perceptions of Internet retail service quality based on selected dimensions, which represent overall quality of Internet retailing. The dimensions are reliability, access, security, efficiency, ease of use and information. Other objectives are to see whether demographic profile and Internet usage would influence the perception on the e-service quality. Fakulti Teknologi Maklumat dan Sains Kuantitatif 2005 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/11650/1/AJ_NOOR%20HABIBAH%20ARSHAD%20JTMSK%2005%201.pdf Arshad, Noor Habibah and Janom, Norjansalika and Mohd Idris, Isnainy (2005) E-Service quality : Malaysian perceptions / Noor Habibah Arshad, Norjansalika Janom and Isnainy Mohd Idris. Jurnal Teknologi Maklumat dan Sains Kuantitatif, 7 (1). pp. 49-58. ISSN 1823-0822
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Malaysia
Malaysia
spellingShingle Malaysia
Malaysia
Arshad, Noor Habibah
Janom, Norjansalika
Mohd Idris, Isnainy
E-Service quality : Malaysian perceptions / Noor Habibah Arshad, Norjansalika Janom and Isnainy Mohd Idris
description The opportunities and challenges offered by the 'electronic retail market place' are certainly generating both excitement and concern within the business community. However, Internet retailing is still very much in its infancy especially in Malaysia. One of the factors to boost the usage of electronic retail market place is the service quality. Service quality is increasingly recognized as an important aspect of electronic retail marketplace. Service quality is the key determinant for successful e-commerce. Gummesson (1979) was one of the first to suggest that the concept of service quality was strongly related to perceptions and trust. This study aims to gather information about consumer perceptions of Internet retail service quality based on selected dimensions, which represent overall quality of Internet retailing. The dimensions are reliability, access, security, efficiency, ease of use and information. Other objectives are to see whether demographic profile and Internet usage would influence the perception on the e-service quality.
format Article
author Arshad, Noor Habibah
Janom, Norjansalika
Mohd Idris, Isnainy
author_facet Arshad, Noor Habibah
Janom, Norjansalika
Mohd Idris, Isnainy
author_sort Arshad, Noor Habibah
title E-Service quality : Malaysian perceptions / Noor Habibah Arshad, Norjansalika Janom and Isnainy Mohd Idris
title_short E-Service quality : Malaysian perceptions / Noor Habibah Arshad, Norjansalika Janom and Isnainy Mohd Idris
title_full E-Service quality : Malaysian perceptions / Noor Habibah Arshad, Norjansalika Janom and Isnainy Mohd Idris
title_fullStr E-Service quality : Malaysian perceptions / Noor Habibah Arshad, Norjansalika Janom and Isnainy Mohd Idris
title_full_unstemmed E-Service quality : Malaysian perceptions / Noor Habibah Arshad, Norjansalika Janom and Isnainy Mohd Idris
title_sort e-service quality : malaysian perceptions / noor habibah arshad, norjansalika janom and isnainy mohd idris
publisher Fakulti Teknologi Maklumat dan Sains Kuantitatif
publishDate 2005
url http://ir.uitm.edu.my/id/eprint/11650/1/AJ_NOOR%20HABIBAH%20ARSHAD%20JTMSK%2005%201.pdf
http://ir.uitm.edu.my/id/eprint/11650/
_version_ 1685648308710670336
score 13.211869

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