Customer Perceptions Of Service Quality Research Articles

Hizmet Hatası Telafi Stratejileri, Hizmet Kalitesi Algısı ve Kurumsal İmaj Algısı Arasındaki İlişki: Konaklama İşletmeleri Örneği1 (Relation Between Service Failure Recovery Strategies, Perceived Service Quality and Perception of Corporate Image: Accommodation Establishments Example)

Purpose – Businesses need to be able to meet changing customer demands in order to be able to sustain their assets in the face of intense competition. To this end, businesses need to make a difference by paying greater attention to issues such as service quality and corporate image that are important to customers, as well as to compensate for service failures, which have become important in recent years. In the literature, it is emphasized that compensation strategies applied by businesses after customer complaints affect customer service quality and corporate image perceptions. In this study, it is aimed to determine the effect of each service failure compensation strategy applied in the tourism sector on customer perceptions of service quality and corporate image perceptions. Design/methodology/approach – The research was designed as a quantitative research, and the questionnaire method was chosen to learn the opinions of the participants on the subject. Percentage, frequency, reliability, factor analysis and structural equation modeling were used in the analysis of the data obtained. Findings – According to the results of the study, it was determined that the apology strategy affected customers' perceptions of service quality and institutional image perceptions positively. Also service quality perceptions have positively affects on corporate image perception. Discussion – It is known that tourists report their experiences to the business about service failure in accommodation businesses through complaints. In addition that service failure negatively affects the service quality and corporate image perceptions of businesses. Therefore, it is considered important to take into account tourist complaints and to compensate for service failure. When the findings are evaluated, it is seen that the apology strategy, especially one of the service failure compensation strategies, is important. It is important for accommodation businesses to effectively manage the complaint process and use all compensation strategies, especially the apology strategy, in order to compensate for service failure which negatively affects their quality and image perceptions.

Effect of Service Quality on Customer Satisfaction of Domestic Airlines in Nepal

Background: Airlines industries have great share in economic growth, tourism, world trade and international investment in today's globalized business world. Due to this purpose the attraction towards airlines companies seems to be increasing which have forced them to maintain certain quality level in order to compete and sustain in long run.
 Objective: This paper aims to analyze the affect of service quality on customer satisfaction of domestic airlines in Nepal along with identification of customer perceived service quality in the aviation business and to examine factors influencing passenger's satisfaction in the aviation business.
 Methods: Regression is used for generating effective output of the study. Likewise, ANOVA test, reliability test are also performed with the help of statistical tools.
 Results: Customers are satisfied if employees behave well with them and airlines value them with proper services and information. Also, the study reveals that there is significant relationship between customer satisfaction and tangibility, reliability, responsiveness, empathy and assurance.
 Conclusions: The most influencing factors in selection of airlines is security they assures and timely flights so, if airlines companies took these things into consideration then it would help in increasing customer satisfaction.
 Originality: This paper is original and not sent for publication anywhere else.

New Public Management and Customer Perceptions of Service Quality – A Mixed-Methods Study

ABSTRACT The purpose of this study is to explore the impact of New Public Management (NPM) reform on customers’ perceptions of service quality. This study uses a mixed methods research design. For quantitative data, we use a structured questionnaire and for qualitative data a single, longitudinal, explanatory case study. The case study and survey research findings integrate well and suggest that NPM reform under the right circumstances can result in tangible improvements in service quality, even in the short term. However, NPM reform should not be perceived as a silver bullet that can overcome overnight all inculcated Weberian bureaucratic weaknesses of the public sector that have built up over many years. This research provides significant contribution to new knowledge relating to the impact of NPM on customer perception of service quality, and in particular relating to a Small Island Developing states (SIDs).

The neglected role of collective customer perceptions in shaping collective employee satisfaction, service climate, voluntary turnover, and involuntary turnover: A cautionary note.

Although the service-profit chain posits that employees and customers are interrelated at the unit level (Heskett, Sasser, & Schlesinger, 1997), most theory and practice give primary emphasis to the employee. In this study, we sought to draw attention to the relatively neglected influence that customers may collectively have on employees. Specifically, we examined how collective customer perceptions of service quality relate to collective employee job satisfaction, service climate, and collective turnover (voluntary and involuntary). Using a sample of 294 bank branches, 1,975 employees, and 52,920 customers, modeled at the branch level over 2 years, we found that collective customer perceptions of service quality produced a stronger effect on collective employee job satisfaction and service climate than vice versa. We also provided the first tests demonstrating that collective customer perceptions of service quality significantly and independently influence collective voluntary turnover, even while simultaneously modeling collective employee job satisfaction and service climate. Further, we showed that the effects of collective turnover (voluntary and involuntary) are primarily related to collective customer perceptions and service climate, but through different paths. Although the turnover base rates are modest, these empirical findings highlight the role that collective customer perceptions can have in shaping collective employee attitudes, climate, and turnover and, thus, should be considered and replicated in future theory and research. (PsycInfo Database Record (c) 2020 APA, all rights reserved).

STUDI KEPUASAN KONSUMEN MENGGUNAKAN EMPAT DIMENSI SERVQUAL PADA AREA PUBLIK TERMINAL 3 BANDARA CHANGI SINGAPURA

SERVQUAL is one of the model that is frequently used to measure customer satisfaction regarding the service quality. This study is using 4 dimensions of SERVQUAL to measure customer satisfaction about service quality in Changi Airport public area terminal 3 Singapore. The main objective of this study is to analyze the satisfaction level of Changi Airport’s customers of service quality in the public area in Terminal 3. In order to achieve this main objective, the following sub objectives were set namely: (1)to investigate whether there is a gap between customer expectations and customer perception of service quality in Changi Airport public area terminal 3; (2)to identify the significant factors that affecting customer expectations of service quality in Changi Airport public area terminal 3; (3)To identify the significant factors that affecting customer perception of service quality in Changi Airport Public Area terminal 3. Data was collected using survey questionnaire with Likert scale, it was analyzed using SPSS 21 using descriptive statistics, two tailed test, and faktor analysis. .The factors that have significant impact on customers’ expectations are assurance and security, comfort and convenience, safety and service, ambience and accessibility. While the customers’ perception of service quality is influenced by convenience and service, comfort, ambience and cleanliness, safety, accessibility and security factors.

Examining the Impact of e-Retailing Convenience Dimensions on Behavioral Intention: The Mediating Role of Satisfaction

This research investigates the impact of service convenience dimensions (access, transaction, decision, benefit, and post-benefit convenience) on consumers’ behavioral intention and the mediating effect of consumer satisfaction in e-retailing in India. A survey was conducted, and responses collected from 351 participants who had e-retailing experience. Using multiple regression, the study reveals that decision, transaction, benefit, and post-benefit convenience influence consumers’ behavioral intention. The results of mediated regression process suggest that consumer satisfaction partially mediates the association between decision and post-benefit convenience and behavioral intention. However, the association between transaction and behavioral intention is fully mediated by consumer satisfaction. The study does not find any mediation effect of consumer satisfaction for access and benefit convenience dimensions. Results provide important insights to e-retailers about the impact of convenience dimensions on consumer satisfaction and behavioral intention. E-retailers need to improve their level of customer-perceived service quality to ensure service convenience to their consumers.

Value-in-use and service quality: do customers see a difference?

PurposeThe definition of value adopted by the current service perspective on marketing theory is value as value-in-use. Surprisingly, however, little attention has been given to the question of what constitutes value-in-use for customers in service contexts? Therefore, the aim of this study is to provide an empirical account of value-in-use from service customers' point of view.Design/methodology/approachTo capture and analyze customers' experiences of value-in-use in the typical service context of retail banking, this study employed a narrative-based critical incident technique (CIT) and a graphical tool called the value chart.FindingsThe study identified seven empirical dimensions of positive and negative value-in-use: solution, attitude, convenience, expertise, speed of service, flexibility and monetary costs. Interestingly, these value-in-use dimensions overlap considerably with previously identified dimensions of service quality.Research limitations/implicationsThe concepts of service quality and value-in-use in service contexts seem to represent the same empirical phenomenon despite their different theoretical traditions. Measuring customer-perceived service quality might therefore be a good proxy for assessing value-in-use in service contexts.Practical implicationsAs the findings indicate that service quality is the way in which service customers experience value-in-use, service managers are recommended to focus on continuous quality management to facilitate the creation of value-in-use.Originality/valueThis study is the first to explicitly raise the notion that in the minds of service customers, value defined as value-in-use and service quality may represent the same empirical phenomenon.

Why are online reviews in the sharing economy skewed toward positive ratings? Linking customer perceptions of service quality to leaving a review of an Airbnb stay

Purpose This study aims to explain why online reviews in Airbnb are skewed toward positive ratings. The authors examine customer perceptions of the service quality of an Airbnb stay as a relevant antecedent of whether customers leave an online review of that Airbnb stay. To this end, the authors test the hypothesis that the relationship between service quality and leaving an online review is linear and positive. Design/methodology/approach To test the hypothesis, the authors rely on primary survey data from 177 Airbnb customers combined with secondary data coming from their personal online Airbnb accounts. The authors conducted a binary logistic regression analysis to test the hypothesis. Findings The results show that customers’ service quality perceptions are positively and linearly related to leaving an online review of an Airbnb stay. In other words, satisfied customers are more likely to leave a review after an Airbnb stay than those who are dissatisfied. Originality/value The study is original in two respects. First, it reconsiders the role of customer experiences in explaining online customer reviews. In doing so, it empirically shows that the conventional wisdom of a U-shaped relationship between customer experiences and online reviewing does not hold in the context of the sharing economy. Second, by relying on primary survey data, the authors reveal the risk of dissatisfied customers creating an underreporting bias in online reviews, which ultimately make online reviews of Airbnb skewed toward positive ratings.

Exploring service quality model from the perspective of sensory perception

This study employed CiteSpace to analyse service quality literature to determine its research fields, development context, and hotspots to assess the trending of literature and the development of perceived service quality research. To address the problem of lacking perceptual channel research, this study selected sensory tools to achieve perception, directly considering how customers perceive service quality, and used service quality dimensions and service interaction objects together to construct a sensory perception service quality model (SPSERVQUAL) comprising three dimensions and 45 contact units innovatively. An extensive survey of six service industries was conducted to identify measurement terms, which were optimised by using AMOS, and ten service characteristics were extracted.

Market Orientation, Service Quality Perception, and Customer Satisfaction: The Role of Market-sensing Capabilities

This article examines the relationship between market orientation, customers’ perception of firms’ service quality (SQ), and their satisfaction in the Nigeria banking sector. The Expectancy Confirmation Theory (ECT) was adopted to shape this study. The population of this study was employees and customers of Nigerian money deposit banks, and specifically, the survey approach was employed using the quantitative paradigm. We employed simple random sampling technique to select employees and customers from each of the 21 banks making a total of 594 samples, and, thereafter, questionnaires were distributed to customers and employees in the banking hall with the permission of banks. Simple linear and hierarchical regressions were used to test our formulated hypotheses and the study analysis found a positive and significant relationship between market orientation and SQ perceptions of customers. Also, market orientation on customer satisfaction (CSAT) is found to be positive and significant. Market-sensing capabilities were found to have significant but weak effect on the relationship between market orientation and SQ perceptions. Market-sensing capabilities were found to have no effect on the relationship between market orientation and CSAT. In other words, market-sensing capabilities were found not to be a moderator of the relationship between market orientation and CSAT.

Exploring Customer Perception of Service Quality in Coffeehouse Chains

Turkey is a fast growing market for global coffeehouse brands. This exploratory study investigates the service quality considerations of coffeehouse chains as perceived by the customers; namely customer expectations, loyalty, reasons of preference over coffee house brands, and service attributes of the coffee house brands in Turkey. Data are collected from a sample in several popular shopping malls in different parts of Istanbul that shelters coffeehouses of all of the brands included in this study through a survey questionnaire. The sample is chosen randomly and the survey is conducted mostly at weekends. The brands included in this survey are the five top global brands and one domestic brand. Results give evidence that further study may expose more revealing findings about customer satisfaction and commitment in coffee house brands.

The Effect of Service Quality Perceptions of Individual Bank Customers on the Customer Loyalty

Bu araştırmanın amacı; bireysel banka müşterilerinin hizmet kalitesi algılarının müşteri sadakati üzerine etkisinin olup olmadığını incelemektir. İlk olarak literatür de algılanan hizmet kalitesiyle ilgili çalışmalar incelenmiştir. Daha sonra literatür de geliştirilen SERVPERF ölçeğinden yararlanılarak bireysel banka müşterilerinin hizmet kalitesiyle ilgili algıları ortaya çıkarılmıştır. Bu kapsamda araştırmanın evrenini Düzce il merkezinde ikamet eden 18 yaş üstü bireysel banka müşterileri oluşturmaktadır. Bu doğrultuda 384 kişiden anket tekniği kullanılarak veriler toplanmıştır. Elde edilen veriler SPSS hazır paket program kullanılarak analiz edilmiştir. Elde edilen verilere açıklayıcı faktör analizi, korelasyon analizi, çoklu doğrusal regresyon analizi, T-testi ve ANOVA testleri uygulanmıştır. Yapılan analizler sonucunda, algılanan hizmet kalitesi ile ilgili dört boyut, müşteri sadakati ile ilgili iki boyut ortaya çıkmıştır. Algılanan hizmet kalitesi ile ilgili boyutlar; güvenilirlik, fiziksel görünüm, isteklilik ve empatidir. Müşteri sadakati ilgili yapılan faktör analizinde ortaya çıkan boyutlar; davranışsal sadakat ve bilişsel sadakattir. Yapılan çoklu doğrusal regresyon analizi sonuçlarına göre algılanan hizmet kalitesi boyutlarının (güvenirlilik, heveslilik, empati, fiziksel görünüm) müşteri sadakatini (davranışsal sadakati ve bilişsel sadakati) etkilediği ortaya çıkmıştır. Katılımcıların özellikleri ile ilgili yapılan farklılık analizlerinde de anlamlı sonuçlar ortaya çıkmıştır.

The halo effect of C2C interaction quality in prolonged close-proximity service settings

PurposeApplying social capital and the social exchange theories to customer-to-customer (C2C) interactions, this study aims to propose that interaction quality perceptions affect the customer-to-service provider’s interaction quality perceptions in a prolonged, close-proximity service setting. Examining this exogenous dimension, the study also tests socio-emotional support perception’s mediating effect and customer proactiveness’ moderating effect.Design/methodology/approachThis study adopts and modifies existing general services of C2C interaction dimensions to fit the health-care context. An in-person survey of 192 neurosurgery inpatients and their care-giving companions (both considered health-care customers) provides data to validate the dimensions and test the model. Structural equation modeling and moderated regression test the hypotheses.FindingsResults show that affirmative C2C interactions positively affect the customer’s perceived socio-emotional support, whereas negative C2C interactions show no significant impact. Greater socio-emotional support acuity improves customers’ assurance and empathy quality perceptions about the provider’s service. Customer proactiveness moderates C2C interaction dimensions.Research limitations/implicationsThis study extends the research of the C2C interaction to include their effect on service quality perceptions in a prolonged close-proximity service setting. Study results validate C2C interaction’s dimensions specific to an inpatient setting. Finally, this study extends the application of social capital theory and social exchange theory to C2C settings.Practical implicationsFindings emphasize the importance of managing C2C interactions during prolonged, close-proximity service delivery processes to improve customer perceptions of service quality. Results suggest that managers should monitor customer proactiveness to maximize positive C2C interactions’ positive effects while minimizing negative C2C interactions.Originality/valuePrior service quality studies tend to focus on managing internal resources (staff, processes or physical environment); however, this study examines how the interactions among external resources create a halo effect and impact customers’ service quality perceptions. Results inform methods to improve their quality perceptions by better managing exogenous factors. The study also responds to calls for research on how C2C interactions affect functional service contexts (vs hedonic service contexts).

Service quality factors affecting customer attitudes in online-to-offline commerce

In an online-to-offline (O2O) environment, a company operates multiple channels: online, mobile, and offline. A company attracts customers and triggers payments online or via mobile, and then leads customers to an offline store to receive the products or services. The authors argue that in this mixed shopping environment, customer perceptions of service quality are different from those of existing commerce environments in isolation. O2O service quality consists of perceived tangible as well as intangible factors. Specifically, perceived tangible service quality reflects not only offline servicescape like ambient conditions, but also online tangible service factors such as mobile app design. Intangible service quality includes offline factors such as empathy as well as online factors like mobility. The current paper proposes an integrated O2O service quality model using key offline, online, and mobile service quality factors. This study also investigates how O2O service quality affects customer’s perceived risk and trust toward the retailer, how it affects customer satisfaction, and revisit intention. Additionally, this study explores the moderating effect of telepresence in the relationships between O2O service quality and customer perceptions.

Factors Determining Corporate Rebranding In Services Sector – A Study With Reference To Chennai

Corporate rebranding is a strategic decision of brand management that has been implemented to cope with the changing of market situation, growing target market, or challenging competitive environment. The organizations, especially in the service industry, that implemented the rebranding strategy could be success or fail. Basically services have many characteristics that different from products, e.g., service intangibility, service heterogeneity, and consumer-employee participation in service processes, therefore the corporate rebranding in service industry is more difficult than that in product industry. Several academics believe that the service corporate rebranding will reward if the changes that occur not only be the apparent change, but also the changes on companies’ operations, which require the involvement of employees and its system .Service quality perceptions however; positively and significantly impact customer loyalty, and customer satisfaction significantly and positively impact on customer loyalty. It was recommended that, rebranded should avoid spending huge sums of money influence customer service quality perception and satisfaction

IMPACT OF SERVICE QUALITY, SATISFACTION AND PASSENGERS BEHAVIOUR OF FULL-SERVICE AIRLINES OPERATING IN THAILAND


 Airline companies today are faced with various challenges such as cutting price, managing fluctuating demand, and meeting quality requirements. In addition to these issues, intense competition in the global airline industry has intensified the importance of customer perception of service quality. Numerous studies demonstrate the dependence of airline’s market share, revenues, positive word of mouth, and customer retention on consumer perception of service quality, and in turn, on customer satisfaction and loyalty. This paper explains the relationship between service quality, satisfaction and passenger behavior for full-services airlines operating in Thailand. The survey questionnaire was designed and administered to 110 respondents who all were passengers of these airlines. Our four hypotheses concerned such variables as service quality and passenger satisfaction, satisfaction and word of mouth, satisfaction and repurchase intention, and satisfaction and feedback. SERVPERF was used as the key instrument in our analysis. Top managers of full-service airlines often tend to disregard high priority of quality components. Thus, they should be more aware of the importance of service quality and passenger’s satisfaction in determining the behavioral intentions of passengers.

Service quality measurement for omni-channel retail: scale development and validation

This study aims to construct a scale for measuring customer-perceived service quality in the context of omni-channel retailing. First, a multidimensional scale is empirically developed for assessing omni-channel retailing service quality. Then, a prediction model of customer satisfaction and loyalty is proposed based on a qualitative analysis of responses from a semi-structured interview. Finally, the prediction model is validated using a closed questionnaire survey with 280 customers to verify the nomological validity of the scale. An eight-dimension scale is developed, including store appearance, personal interaction, efficiency, aesthetic design, privacy/security, integration, personalisation and fulfilment/reliability. The results demonstrate that all dimensions have a significant positive impact on customer satisfaction and loyalty toward omni-channel retailers. Specifically, integration is found to be the most important factor. This study fills the gap in omni-channel retailing domain and provides useful guidance for omni-channel practitioners to improve service quality to satisfy and retain consumers, ultimately achieving sales growth.

ปัจจัยกระบวนการให้บริการที่ส่งผลต่อการรับรู้คุณภาพบริการของผู้รับบริการ แผนกผู้ป่วยนอก โรงพยาบาลสุทธาเวช จังหวัดมหาสารคาม (The Influence of Service Marketing Strategy and Service Quality Affecting the Competitive Advantage of the Customers of Thai Traditional Medicine Clinic in Suddhavej Hospital in Maha Sarakham Province)

Thai Abstract: การวจ ย ครง นมว ต ถประสงคเ พอ ศก ษาปจ จย กระบวนการใหบ รก ารทส งผลตอการรบ รค ณภาพบรก ารของผร บ บรก ารแผนกผป ว ยนอก โรงพยาบาลสทธาเวช จงหวดมหาสารคาม กลมตวอยางในการวจยครงน คอ ผเขารบบรการทแผนกผปวยนอก โรงพยาบาลสท ธาเวช จานวน 400 ราย เครองมอทใชในการวจยคอ แบบสอบถามซงมคาความเชอมนของแบบสอบถามทงฉบบ เทากบ 0.97 สถตทใชในการวเคราะหขอมล ไดแก คารอยละ คาเฉลย คาเบยงเบนมาตรฐาน คาสม ประสท ธส หสม พน ธแบบเพยรสน และการวเ คราะหถดถอยพหคณเชง เสน ตรง ผลการวจ ย พบวา ระดบบรการทไดร บ เกย วกบ ปจ จย กระบวนการใหบ รก ารของผร บ บรก าร แผนกผป ว ยนอก โรงพยาบาลสทธาเวช จงหวดมหาสารคามภาพรวมอยในระดบ มาก มคาเฉลย(x ˉ =3.80) ระดบ คณภาพบรการทรบรจรง ของผรบบรการ แผนกผปวยนอกโรงพยาบาลสทธาเวช จงหวดมหาสารคาม โดยรวมอยในระดบมาก (x ˉ=3.93) ปจ จย กระบวนการใหบ รก ารทส งผลการรบรคณภาพบรการของผรบบรก าร แผนกผป ว ยนอก โรงพยาบาลสทธาเวช จงหวดมหาสารคาม มนยส าคญทางสถตทระดบ 0.05 ทง 4 ดานเรยงความสมพนธจากมากไปหานอยคอ ดานการสอสาร สถานทและอปกรณ ขนตอนการบรการและเวลาในการรบ บรก าร โดยมค าสม ประสท ธส หสม พน ธพ นคณ เทากบ 0.885 (R=0.885) ตวแปรอสระทงหมดสามารถอธบายการผนแปรของตวแปรตามได รอยละ 78.30(R2=0.783) English Abstract: This study aimed to investigate service process factors affecting service quality perception of customers in the outpatient department in Suddhavej Hospital, Maha Sarakham Province. The sample in this study was 400 customers who received services in the outpatient department in Suddhavej Hospital. The research instrument was a questionnaire which has validity value of 0.97. The statistics including percentage, mean standard deviation, correlation coefficient of Pearson as well as linear multiple regression were employed to analyze data. The research results elucidated that there was a high level of service process factors of customers in the outpatient department in Suddhavej Hospital in Maha Sarakham Province with the mean of 3.80 (x= 3.80), and there was a high level of service quality perception of customers in the outpatient department in Suddhavej Hospital in Maha Sarakham Province having the mean of 3.93 (x= 3.93). In addition, there was statistical significance at 0.05 of service process factors affecting service quality perception of customers in the outpatient department in Suddhavej Hospital in Maha Sarakham Province on four factors which could be ordered based on their relation from high to low as communication, location and equipment, service process as well as service duration. The multiple correlation was 0.885 (R=0.885), and all independent variables could indicate the variations of dependent variables as evidenced by 78.30% (R2=0.783).

SELF IMAGE CONGRUITY AND CUSTOMER PERCEIVED SQ ON IMPACT SATISFACTION ON REPURCHASE INTENTION

The purpose of this research is to find out how the effect of Self Image Congruity and Customer Perceived Service Quality on Customer satisfaction has an impact on Repurchase Intention. In this study, the author took the object on the product at Alisha Fancy Shop. Based on the calculations performed, the sample used in this study amounted to 100 respondent. Analysis is carried out by the path analysis method. To clarify the variables studied, from what was formulated in the description above, that the subject matter under study is Self Image Congruity (X1), Customer Perceived Service Quality (X2), Customer satisfaction (Y), and Repurchase Intention (Z). From the results, there is a study which found that the Self Image Congruity and Customer Perceived Service Quality variables simultaneously have a significant effect on Customer satisfaction; partially the Self Image Congruity and Customer Perceived Service Quality variables have a significant effect on Customer satisfaction with a positive direction. In addition, the Self Image Congruity, Customer Perceived Service Quality, and Customer satisfaction variables also have an influence on Repurchase Intention simultaneously; partially the Self Image Congruity and Customer satisfaction variables have a significant effect on Repurchase Intention in a positive direction, while the Customer Perceived Service Quality variable is not significant effect on Repurchase Intention. Indirectly the Self Image Congruity variable and the Customer Perceived Service Quality have an influence with a positive direction towards Repurchase Intention.

CUSTOMER PREFERENCES FOR DIFFERENT SERVICE QUALITY DIMENSIONS IN SELECTED E-COMMERCE WEBSITES IN INDIA

Introduction: Customer satisfaction is vital to ward off brief and long-time prices related to poor customer support. The short-term dissatisfaction that the customer experiences from the service of a business can act as an instigator to a walkout, while a protracted-time period dissatisfaction may cause them to abscond. The key to ensuring the likelihood that customers visit and transact with a website is to provide them a service that meets their expectations and satisfies them. The e-tailers should thus develop such high-end services that create a beautiful customer experience and gain their trust, commitment, and loyalty. Objective: The focus of the research paper is to analyze various electronic service quality dimensions namely perceived ease of use, perceived privacy, perceived website design, perceived personalization, perceived assurance, perceived responsiveness, perceived reliability and perceived information quality of online services provided by the selected e-commerce companies to the Indian consumers. The paper looks into the relevance of each dimension, impacting the online shoppers’ decision to shop from a specific platform. Methodology: One-way ANOVA was used to test the summated average scores of all the service quality dimensions and different selected online websites offering online shopping services. Findings: The study revealed that the website service quality dimensions have a dominant effect on customer perceived service quality, leading to repeat client patronage, which may later develop into customer loyalty. Originality/Value: Instrumental dimensions of e‐service quality were developed by modifying the SERVQUAL model in the online shopping context. The result of this study provides valuable orientation for managers of online stores, as well as for researchers interested in internet marketing.