E-commerce Quality Research Articles

"Internet +" Background E-Commerce Professional Courses and Teaching Content Style Method Reform

Premier Li Keqiang put forward the "Internet +" action plan, with the "Internet + education" and "big data + education" era, based on the Internet and BYOD (Bring Your Own Device) mobile cloud teaching methods to become modern classroom teaching reform Trends and trends. Ningxia Institute of Technology was identified as the first batch of local undergraduate colleges transition pilot schools, e-commerce professional as the autonomous region to focus on cultivating construction projects, how to expand teaching time and space, enhance teaching attraction, stimulate students to learn enthusiasm and autonomy, expand quality education Resources benefit side, become the urgent problem to be solved. This paper studies the content, methods and methods of e-commerce in the background of "Internet +" under the background of "Internet +", so as to be able to reform the problems existing in the teaching of e-commerce in colleges and universities and improve the teaching quality of e-commerce.

A QoS-sensitive model for e-commerce customer behavior

PurposeIn this paper, a Quality of Service-sensitive customer behavior model graph (QoS-CBMG) is proposed for use in service quality adaptation in e-commerce systems. Success in achieving customer satisfaction and maximizing profit in e-commerce is highly dependent on the QoS provided. However, providing high-level QoS for all customers in all Web sessions is often deemed costly and inefficient. Therefore, a QoS-sensitive model for formulating QoS-aware offers to customers is required. The paper aims to respond to this necessity.Design/methodology/approachProcess mining is adopted as the knowledge extraction technique for developing a QoS-CBMG. If it is assumed that user navigation on a website is a process, then clickstreams during one user’s navigations can be considered process steps.FindingsThe application of both QoS-CBMG (the new model) and CBMG (the classic version) to the same real data set demonstrated that the proposed method outperforms CBMG due to its reduction of average absolute error in the measurement scale. This finding also verifies the assumption that customer behavior is sensitive to the level of QoS.Research limitations/implicationsFrom a theoretical viewpoint, the obtained QoS-CBMG facilitates the adaption in e-commerce systems, which leads to conduct the user to the desired behavior by tuning QoS levels in different Web sessions in a dynamic manner. This implication is due to the fact that QoS-CBMG can predict the upcoming clickstream of the customer at different QoS levels.Practical implicationsUsing the proposed model for the adaptation of service quality in e-commerce websites not only results in the efficient management of the provider’s resources but also encourages customer purchases from the website and increases profitability. It is noteworthy that with the advent of cloud computing, e-commerce websites are enabled to provide various levels of QoS for their customers by supplying their basic services (e.g. infrastructure, platform) through cloud platforms.Originality/valueAccording to the best of our knowledge, no previous model has taken into account the QoS dimension for customer behavior modeling. The main contribution of this paper is to propose a CBMG that is sensitive to the QoS provided to customers during their navigation to formulate QoS-aware offers to them.

La calidad e innovación como factores de diferenciación para el comercio electrónico de ropa interior de una marca latinoamericana en España

The main objective of this study is to determine whether satisfaction in buying underwear online is preceded by product quality and innovation, two of the most differentiators and competitive aspects in this sector. It was proposed to make a small empirical model to test the impact on satisfaction, taking as a case study Leonisa.com the Colombian company, which operates in Europe through electronic commerce. It was found that the mixture of quality throughout the value chain can generate satisfaction and customer loyalty, so a strategic orientation towards quality and innovation in e-commerce can maintain and positioning the company in a very competitive market.

EMPIRICAL COMPARISON OF THE MULTIDIMENSIONAL MODELS OF ITEM RESPONSE THEORY IN E-COMMERCE

ABSTRACT The measurement of latent traits within the organizational field such as quality, effectiveness and learning has been conducted in several formats using a wide variety of quantitative methods, including Item Response Theory that consistently increased in organizational studies. The purpose of this article is to compare the hierarchical and non-hierarchical structures of three multidimensional models of ItemResponse Theory, based on the interface quality measurement in e-commerce sites. We compared the multiple unidimensional, compensatory multidimensional and bifactorial models, and also elaborated and applied 75 items in a sample of 441 e-commerce websites. As a result, we conducted a discussion of the latent construct, the quality in e-commerce and its multidimensional configuration to adjust and compare three multidimensional models.

Semantic Analysis of Online Buyer’s Review: a New Perspective to Improve the Evaluation of Electronic Service Quality in B2C E-Commerce

The rapid growth of e-commerce placed the research of evaluating electronic service quality at the center of stage. But current researches in e-SQ evaluation face the limitations of being lacking in general applicability of the models, inadequate in measuring subject experience through rational data, and ineffective in measuring cultural factors in e-SQ. Based on analysis of limitations in current e-SQ evaluation and merits of semantic analysis, this paper proposes a new perspective to improve e-SQ evaluation by adopting semantic analysis and predicted difficulties might encounter in future studies.

Relationship Between e-Service Quality, e-Satisfaction and e-Loyalty in B2C e-Commerce

Relationship Between e-Service Quality, e-Satisfaction and e-Loyalty in B2C e-Commerce

A Study on Determinants of Service Quality In E-Commerce Towards Customerrs Purchase Intention In Malaysia

Purpose – This study aims to bridge the gap in the literature in measuring the service quality in E-commerce such as process quality, outcome quality and recovery towards customer’s satisfaction. Design/methodology/ approach – A field survey carried out with the help of questionnaire derived from previous studies and the relevant literature. Questionnaire was constructed by using a modified SERVQUAL scale. Data were collected randomly from 150 respondents which specially targeted high school and university whom enter MPH Bookstores that have prior experience in purchasing books online. Questionnaires also were collected through online survey at social sites. Data were then analyzed using the software program Statistical Package for Social Science System (SPSS) to identify the determinants of service quality in E-commerce towards customers’ purchase intentions.Findings – The three variables have a significant effect and predict a good proportion of the variance in customer’s satisfaction under the dimensions of process quality, outcome quality and recovery. In addition, they are significantly related to one another. Originality/ value – This study developed the instrument dimensions of service quality in E-commerce by modifying the SERVQUAL model to consider online shopping context. Moreover, the results of this study provide a valuable reference for managers of online stores, as well as for researches interested in internet marketing.

The effects of online service quality of e-commerce Websites on user satisfaction

Purpose – The purpose of this paper is to investigate service quality of e-commerce Websites in online platform and their contribution on e-business promotion. Design/methodology/approach – The online survey was performed on a survey portal provided by Nepal Telecom in Nepal. Findings – The findings of this study suggest that information quality and online service quality were the key determinants for user satisfaction and sustainability of e-commerce technology. Research limitations/implications – Research opportunities of web services and e-commerce area are fruitful and important for both academics and practitioners. Practical implications – The findings on online service quality of e-commerce technology will be useful for current management practice such as making business policies and strategies and sharing information to managers and organization leaders. This study can be used for e-commerce Website operators wishing to enhance the competitiveness of their Websites in the highly competitive online market. Originality/value – E-commerce is considered an excellent alternative for individuals and companies to reach new customers. Service quality delivery through Internet is an essential strategy to success, more important than price and web presence. The e-commerce Website has been identified as having a significant impact on business activities in solving the geographical problem. A number of performance problems have been observed for e-commerce Websites, and much work has gone into characterizing the performance of web-servers and Internet applications.

Measuring the Service Quality of E-Commerce and Competitive Strategies

The global online shopping market has exhibited consistent growth, exceeding an annual average growth rate of 10% from 2006 to 2010; however, the online shopping market in Taiwan demonstrated an astounding growth rate, surpassing 35% during the same period. In the current competitive and rapidly expanding market environment, shopping website providers must establish effective methods for measuring and improving service quality to increase customer satisfaction levels. In this study, four service quality dimensions of the e-core service quality scale (E-S-QUAL; efficiency, system availability, fulfillment, and privacy) were used to measure the service quality of shopping websites. Subsequently, the simultaneous importance-performance analysis (SIPA) method and analytical Kano model were integrated to analyze the market competition strategies adopted among members of the shopping website industry. Finally, suggestions are provided regarding potential management methods for the case companies.

General E-S-QUAL Scales Applied To Websites Satisfaction and Loyalty Model

This study considers E-S-QUAL and E-RecS-QUAL, the newly developed multiple-item scales for assessing electronic service quality (e-SQ) in E-commerce, as the antecedents to Website satisfaction and assesses their effects on online consumer satisfaction and loyalty. Using online survey data from those who had nonroutine encounters with Websites, this study examines and validates the effectiveness of the e-SQ in explaining the variance in the e-shoppers’ satisfaction and loyalty. The study results show that both E-S-QUAL and E-RecS-QUAL have strong and equal effects on satisfaction and loyalty, and all dimensions of these two constructs are important and influential factors to online satisfaction and loyalty. In addition, the mediating role of online satisfaction was assessed by using a structural equation modeling program when latent variables were included in the model. The findings constitute a contribution to, and extension of, the literature in the application of the e-SQ to Website service loyalty model and e-store management.

E-commerce quality and adoptive elements of e-ticketing for entertainment and sporting events

The present study is an attempt to discover some of the statistically significant outlines motivations and factors that influence the quality in e-ticketing, which affects customers' perceptions, preferences, and intentions. Consumers, especially business professions - the subjects of this study - are constantly demanding higher quality e-commerce services. All three hypotheses were found to be highly significant and positively related to promoting the perceived value of e-ticketing technologies, especially for sport-related events. Based on technology adoption models, e-ticketing does provide significant levels of perceived value and its linkage to customer satisfaction are important factors as well as operational costs. It seems obvious that box office staffs will become smaller in size as more e-ticketing devices and acceptance increases. Technological applications should continue to grow, and eventual acceptance of ticket kiosks, wireless ticket purchases, will undoubtedly change from being an industry rarity to an industry standard.

Assessment of customer’s satisfaction in e-commerce services

The aim of this paper is to review various dimensions or measures of e-service quality in the context of online shopping. Based on the literature review an alternative online satisfaction assessment model has been proposed. The primary purpose of the paper is to study the relationships between the main dimensions of e-commerce quality and the e-customer satisfaction. By using correlation analysis the statistical significance and influence of proposed e-satisfaction factors has been indicated.

A Glowworm Optimization Method for the Design of Web Services

A method for adaptive usability evaluation of B2C eCommerce web services is proposed. For measuring eCommerce usability a checklist integrating eCommerce quality and usability is developed. By a Glowworm swarm optimization (GSO) neural networks-based model the usability dimensions and their checklist items are adaptively selected. A case study for usability evaluation of an eCommerce anthurium retail website is carried out. The experimental results show that GSO with neural networks supports the allocation of usability problems and the defining of relevant improvement measures. The main advantage of the approach is the adaptive selection of most significant checklist dimensions and items and thus significant reduction of the time for usability evaluation and design.

The quality of information on websites selling St. John's wort

Health consumers are increasingly using the Internet to access information about health care, to self-diagnose, and to purchase medication. The use of the Internet to purchase herbal products is of particular interest because of the high level of consumer expenditure on herbal medicines, and the misperception by some consumers that herbal products are natural, and thus absent of any contraindications, drug interactions and adverse effects. It is possible that consumers may purchase herbal medicines via the Internet without consulting health professionals and therefore, use these medicines in an unsafe manner. To examine the quality of e-commerce websites that sell herbal products; specifically, websites where St. John's wort (Hypericum perforatum) can be purchased. Cross-sectional survey of 54 selected websites, including online pharmacies, online health food stores and manufacturers of herbal medicines. A modified version of the DISCERN instrument was used to assess the quality of websites. The majority of websites rated poorly with a concerning lack of information about the interaction between hypericum and warfarin, anti-depressants and oral contraceptives. Most sites also failed to provide sufficient information about the contraindications and adverse effects of hypericum treatment. The results of this study strongly support the need for improved consumer education about herbal medicine, as well as the application of more stringent standards to websites that sell medications.

LOOKING FOR THE E-COMMERCE QUALITY CRITERIA: DIFFERENT PERSPECTIVES

To assure a successful development of e-commerce, it is necessary to define the criteria that could guide the choice of a competitive e-commerce system and its quality evaluation. The aim of this study was to bring together and analyze the e-commerce quality criteria proposed in the scientific literature, by e-commerce experts, and important for customers. Analysis allowed to identify a triple set of e-commerce quality criteria, as well as the differences among the criteria provided by invoked sources.

Data Mining and Heuristic Algorithm for Electronic Commerce

Electronic commerce is becoming increasingly important in business, but lack of intention to purchase has become a main barrier in the development of electronic commerce. Thus, effective measures are needed to promote consumers’ intentions to purchase in online consumer to consumer stores. This paper will discuss issues about goods delivery cost and delivery quality in E-commerce. According to the result of research, the paper predicts the future development trend of China E-commerce.

Rank B2C e-commerce websites in e-alliance based on AHP and fuzzy TOPSIS

E-alliance is the union of e-commerce and its success and efficiency is related to comprehensive quality of e-commerce. Thus, ranking e-commerce websites in e-alliance is of importance, which is a multi-criteria decision-making (MCDM) problem. This paper proposes an evaluation model based on analytic hierarchy process (AHP), fuzzy sets and technique for order performance by similarity to ideal solution (TOPSIS), to tackle the issue in fuzzy environment. The AHP is applied to analyze the structure of ranking problem and to determine weights of the criteria, fuzzy sets is utilized to present ambiguity and subjectivity with linguistic values parameterized by triangular fuzzy numbers, and TOPSIS method is used to obtain final ranking. Case analysis is conducted to illustrate the utilization of the model for the problem. It demonstrates the effectiveness and feasibility of the proposed model.

Elektroninės komercijos kokybės kriterijų identifikavimas ir analizė

Internet penetration in everyday life determined the emergence of new business area, where the businessmen can compete, offer and buy goods and services. With the view to reinforce business competitive abilities it is necessary to analyse the e-solutions, which help to reduce the distance factors and optimize information exchange process, and which become an indispensable tool for international business and marketing. This paper presents a literature review and analysis to find the guidelines of e-commerce quality assessment and choice of appropriate system, with a vast range of models proposed for e-solution quality evaluation, none of which was accepted globally. However, a content analysis allowed to identify the main groups of criteria to be applied for e-commerce quality evaluation. The list of criteria groups presented in the paper indicates those most considered by scientists and developers, and those deficient in attention. As the literature base is accumulated during long term, some of the proposed criteria could lose their importance nowadays, thus the e-commerce expert survey was performed. This survey allowed the specification of actually important e-commerce quality criteria. Despite the assumption that the most mentioned (in the literature and by the experts) criteria are of the first priority, the competitive advantage can be hidden in the analysis of less popular criteria, which can discover new potential of e-commerce quality improving, developing, and market position consolidation.

The roles of habit and web site quality in e-commerce

Previous research has primarily examined consumers’ perceived usefulness of web sites and trust in the web retailer as two major predictors of web site use and e-commerce adoption. While the consumers’ repeated behavior in the past (i.e., habit) may contribute to continuance behavior, it has not been investigated. This article includes habit as a primary construct along with perceived usefulness and trust to predict and explain consumers’ continued behavior of using a B2C web site. Additionally, included are several web quality measures as antecedents to trust and perceived usefulness. The research model is evaluated using structural equation modeling. Results show that consumers’ behavioral intentions to continue using a B2C web site are determined by all three key drivers: perceived usefulness, trust, and habit. Furthermore, not all dimensions of web quality have a significant effect on perceived usefulness and trust.

Globalization and E-Commerce IV: Environment and Policy in Mexico

This article examines Mexico as one of the countries in Latin America where e-commerce expanded the most, second only to Brazil, and where a digital economy is emerging as a result of a complex set of forces. Key environmental factors that exert an important influence on e-commerce diffusion include the performance and the sectoral and business structure of the economy, the size of the population, and the distribution of national income. It is hypothesized that two critical factors that determine the pace, quality and orientation of e-commerce are: 1. the work of private organizations devoted to promoting e-commerce practices, and 2. the political will the Mexican government demonstrated in recent years to improve the country’s telecommunications infrastructure. These two factors reinforce one another in the sense that promoting organizations operate by means of specialized working groups whose membership includes representatives from both the private sector and the federal government. Jointly, these organizations created a favorable environment and the required physical conditions for the development of both business-to-business and business-to-consumer e-commerce transactions.