Cross industry analysis of consumer assessments of internet retailers' service performance

Siohing Tih, Sean Ennis

Research output: Contribution to journalArticle

15 Citations (Scopus)

Abstract

Aims to examine the service performance of a number of internet retailers and to identify differences (if any) in internet retailers' service performance across a series of attributes based on consumers' assessments. Internet retailers' service performance was generally at an acceptable level. The variation of their online service performance was dependent on industry factors and the effectiveness of online service management. Consumers' perceptions of the internet retailers' performance were significantly different on several service attributes. However, consumer online service satisfaction levels across internet retailers were similar.
Original languageEnglish
Pages (from-to)290-307
Number of pages17
JournalInternational Journal of Retail and Distribution Management
Volume34
Issue number5
DOIs
Publication statusPublished - 2006

Keywords

  • internet
  • retailing
  • customer services quality
  • performance management

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