Featuring the e-service quality of online website from a varied perspective

Huan-Ming Chuang,You-Shyang Chen,Pei-Chih Yu,Chyuan-Yuh Lin

doi:10.1186/s13673-016-0058-1

Abstract

AbstractThe websites vigorously grow and inevitably need to provide consumers high-quality service to create excellent experience and win the customers’ heart to establish mutually beneficial and long-term relationship. Consequently, the e-service quality attracts priority-concerns. The research purpose differentiates three service quality models that make the effects on consumer loyalty-related behavior under e-service environment. Data were surveyed from online consumers to test the research model. Conclusively, the empirical results indicate: (1) service quality (SERVQUAL) model appears superior to quality of electronic service (QES) model and website performance index (WPI) model in explaining e-service quality; (2) service quality has significant positive effects on affective, continuance, and normative commitment; (3) affective commitment has significant positive effects on loyalty and advocacy intention; (4) normative commitment has significant effects on loyalty, advocacy intentions, and willingness to pay more; while continuance commitment does not have the same effects.

Highlights

Due to rapid development of information technology in recent years, the Internet has changed people’s way of life and impacted business activities
The higher the assurance provided by the shopping website, the greater the impact consumers feelings towards the service quality of the shopping website, since the consumers believe that they have obtained better service quality. (d) H1d: The testing result obtains evidence with the research hypothesis: The higher the empathy provided by the shopping website, the greater the impact on customers’ feelings towards service quality of shopping website, since consumers believe that they have obtained better service quality. (e) H1e: A reasonable explanation is that the presentation form of the website may interface design negatively, and the consumers put more emphasis on the consumption process than other factors when compared to the other dimensions
This study focuses on measuring the impact of the website service quality to the loyalty behaviors

Summary

Introduction

Due to rapid development of information technology in recent years, the Internet has changed people’s way of life and impacted business activities. According to Business Week reports, Taiwan’s online shopping market growth rate in 2009–2011 remained at a high 30.37, 15, and 13.75 %. In 2013, the Internet shopping market has exceeded $16.6 billion. This information means that the steady growth of online shopping has become the focus of corporate concerns. The rapid rise of e-service is subverting the traditional business model and changing the shopping habits of consumers. Consumers can purchase products through online shopping in addition to physical retail stores; the homogeneity of products sold on the Internet causes the threat of price war. Given the highly competitive and rapidly changing environment, the Internet retailer increasingly emphasizes on service quality; for competitive weapon and for survive

Objectives

Methods

Findings

Conclusion