Abstract
e-Service quality (eSQ) is increasingly recognized as an important aspect, as well as the key to determining the competitive advantage and factor in the long-term retention of firms operating online. This study, therefore, is aimed at identifying the key determinants of eSQ among the small online apparel businesses in Malaysia. This study used a cross-sectional design, and data were collected from 765 customers who purchased apparel online at the point-of-purchase. Findings of this study indicate that “product information quality,” “website design,” “security and privacy,” and “expected consumer service” are the key determinants of eSQ among small online apparel businesses in Malaysia. The implication for the owner-managers of the apparel businesses in Malaysia is that they must be aware of the significance of the key eSQ indicators while designing their businesses, to attract and retain customers.
Highlights
Introduction eCommerce has changed the traditional ways of doing business and has created many new forms of businesses such as selling apparel online
As noted by Parasuraman, Zeithaml, and Malhotra (2005), the key to sustain in the online marketplace and gain competitive advantage is to provide a better e-service quality
This study aims to identify the key determinants of e-service quality (eSQ) from a wide range of determinants used and suggested in earlier studies, to provide a better understanding of eSQ for small online apparels business in Malaysia
Summary
Introduction eCommerce has changed the traditional ways of doing business and has created many new forms of businesses such as selling apparel online. To understand how online consumers behave, several studies have been conducted on selling apparel online in recent years (Chae, Black, & Heitmeyer, 2006; Li & Zhang, 2006). As noted by Parasuraman, Zeithaml, and Malhotra (2005), the key to sustain in the online marketplace and gain competitive advantage is to provide a better e-service quality (eSQ). This is why recent studies have been focused on how to conceptualize, measure, and manage service quality and its impact in the virtual environment (e.g., Gregory, Wang, & DiPietro, 2010; Guo et al, 2012). Ladhari (2010) classified it into four factors: convenience and efficiency, safety and confidentiality, absence of face-to face contact, and production of service quality
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