CUSTOMER PERCEPTIONS OF E-SERVICE QUALITY IN ONLINE SHOPPING

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VAZIFEHDUST HOUSEIN; ESKANDARNIA DONYA

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Journal: Journal of Management Future Research Year:2012 | Volume:- | Issue:SUP. 94-95 Page(s): 27-42

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Information Journal Paper

Title

CUSTOMER PERCEPTIONS OF E-SERVICE QUALITY IN ONLINE SHOPPING

Author(s)

VAZIFEHDUST HOUSEIN | ESKANDARNIA DONYA | Issue Writer Certificate

Keywords

WEBSITE DESIGNQ2

RELIABILITYQ2

RESPONSIVENESSQ2

TRUSTQ2

PERSONALIZATIONQ1

OVERALL SERVICE QUALITYQ2

CUSTOMER SATISFACTIONQ2

PURCHASE INTENTIONSQ2

Abstract

Objective Influence dimensions of service quality in online stores (WEBSITE DESIGN, RELIABILITY, TRUST, PERSONALIZATION, RESPONSIVENESS) on the OVERALL SERVICE QUALITY, CUSTOMER SATISFACTION and customer’s perception which lead to PURCHASE INTENTIONS, was reviewed.Methodology descriptive (type of survey) study, society is people who have experienced online shopping. Sampling method was simple random sample, and sample volume was 385 person. Data collection tool was a questionnaire, and Cronbach’s alpha coefficient and Lisrel software is used For analyzing.Research results WEBSITE DESIGN and PERSONALIZATION in online store, have not influence on purchase intention. TRUST, RELIABILITY, and RESPONSIVENESS in an online store positively influences PURCHASE INTENTIONS.Research Limitations non- cooperation some online shops for insert questionnaire in their stores, and Not commonly online shopping among people.Managerial Implications Managers of online stores to set up an online shop mostly focused to put customer’s confidence. Recommended to administrators of online stores is more attention on the security of their ownsaleswebsite.Originality/Value All stages of the research on the web and have been done online form.

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APA: Copy

VAZIFEHDUST, HOUSEIN, & ESKANDARNIA, DONYA. (2012). CUSTOMER PERCEPTIONS OF E-SERVICE QUALITY IN ONLINE SHOPPING. JOURNAL OF MANAGEMENT FUTURES RESEARCH(JOURNAL OF MANAGEMENT RESEARCH), -(SUP. 94-95), 27-42. SID. https://sid.ir/paper/395202/en

Vancouver: Copy

VAZIFEHDUST HOUSEIN, ESKANDARNIA DONYA. CUSTOMER PERCEPTIONS OF E-SERVICE QUALITY IN ONLINE SHOPPING. JOURNAL OF MANAGEMENT FUTURES RESEARCH(JOURNAL OF MANAGEMENT RESEARCH)[Internet]. 2012;-(SUP. 94-95):27-42. Available from: https://sid.ir/paper/395202/en

IEEE: Copy

HOUSEIN VAZIFEHDUST, and DONYA ESKANDARNIA, “CUSTOMER PERCEPTIONS OF E-SERVICE QUALITY IN ONLINE SHOPPING,” JOURNAL OF MANAGEMENT FUTURES RESEARCH(JOURNAL OF MANAGEMENT RESEARCH), vol. -, no. SUP. 94-95, pp. 27–42, 2012, [Online]. Available: https://sid.ir/paper/395202/en

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