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Measuring service quality in online shopping: a case study of e-retailing in Iran

One of the key challenges in online businesses is how to measure service quality in order to have a better understanding of its consequences which holds a significant importance to customer satisfaction. In this paper, we ranked the dimensions of service quality that affect the customers' expec...

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Main Authors: Siadat, Seyed Hossein, Buyut, Veronica Clement, Abdul Rahman, A.
Format: Book Section
Published: Institute of Electrical and Electronics Engineers 2008
Subjects:
QA75 Electronic computers. Computer science
Online Access:http://eprints.utm.my/id/eprint/12629/
http://dx.doi.org/10.1109/ICMIT.2008.4654441
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spelling my.utm.126292017-09-07T04:26:52Z http://eprints.utm.my/id/eprint/12629/ Measuring service quality in online shopping: a case study of e-retailing in Iran Siadat, Seyed Hossein Buyut, Veronica Clement Abdul Rahman, A. QA75 Electronic computers. Computer science One of the key challenges in online businesses is how to measure service quality in order to have a better understanding of its consequences which holds a significant importance to customer satisfaction. In this paper, we ranked the dimensions of service quality that affect the customers' expectation in online shopping in Iran from the customers' perspective. The measurements used were based on the widely accepted SERVQUAL model which is the most common method for measuring service quality. A descriptive statistics analysis was used to evaluate the level of service quality of Iranian's online shops from the customers' point of view. A comparison of service quality factors has also been done between Iranian and American customers. Institute of Electrical and Electronics Engineers 2008 Book Section PeerReviewed Siadat, Seyed Hossein and Buyut, Veronica Clement and Abdul Rahman, A. (2008) Measuring service quality in online shopping: a case study of e-retailing in Iran. In: Proceedings of the 4th IEEE International Conference on Management of Innovation and Technology, ICMIT. Institute of Electrical and Electronics Engineers, New York, 646 -651. ISBN 978-142442330-9 http://dx.doi.org/10.1109/ICMIT.2008.4654441 doi:10.1109/ICMIT.2008.4654441
institution Universiti Teknologi Malaysia
building UTM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Malaysia
content_source UTM Institutional Repository
url_provider http://eprints.utm.my/
topic QA75 Electronic computers. Computer science
spellingShingle QA75 Electronic computers. Computer science
Siadat, Seyed Hossein
Buyut, Veronica Clement
Abdul Rahman, A.
Measuring service quality in online shopping: a case study of e-retailing in Iran
description One of the key challenges in online businesses is how to measure service quality in order to have a better understanding of its consequences which holds a significant importance to customer satisfaction. In this paper, we ranked the dimensions of service quality that affect the customers' expectation in online shopping in Iran from the customers' perspective. The measurements used were based on the widely accepted SERVQUAL model which is the most common method for measuring service quality. A descriptive statistics analysis was used to evaluate the level of service quality of Iranian's online shops from the customers' point of view. A comparison of service quality factors has also been done between Iranian and American customers.
format Book Section
author Siadat, Seyed Hossein
Buyut, Veronica Clement
Abdul Rahman, A.
author_facet Siadat, Seyed Hossein
Buyut, Veronica Clement
Abdul Rahman, A.
author_sort Siadat, Seyed Hossein
title Measuring service quality in online shopping: a case study of e-retailing in Iran
title_short Measuring service quality in online shopping: a case study of e-retailing in Iran
title_full Measuring service quality in online shopping: a case study of e-retailing in Iran
title_fullStr Measuring service quality in online shopping: a case study of e-retailing in Iran
title_full_unstemmed Measuring service quality in online shopping: a case study of e-retailing in Iran
title_sort measuring service quality in online shopping: a case study of e-retailing in iran
publisher Institute of Electrical and Electronics Engineers
publishDate 2008
url http://eprints.utm.my/id/eprint/12629/
http://dx.doi.org/10.1109/ICMIT.2008.4654441
_version_ 1643646003209830400
score 13.211869

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