| 35530 |
Creator |
382716b30d0e520711f41fb9e6bc26ef |
| 35530 |
Creator |
ext-0b128a9607b96be8ad4d41ea923a6d01 |
| 35530 |
Creator |
ext-d5aa4ea63a947381949e66083d3f5021 |
| 35530 |
Date |
2012-07-05 |
| 35530 |
Is Part Of |
repository |
| 35530 |
abstract |
This study intends to empirically explore the customer’s perceived ranking of the
importance of a range of on-line services, and their perceptions of the retailers’
performance in delivering these services. An online questionnaire survey has been
conducted to gather the data from respondents. The data was analysed using Importance-Performance
Analysis (IPA). The findings suggest areas of e-service quality where retailers could
improve, based on the customers’ perceptions of the retailers’ performance against
the importance of some e-service quality features and/or services on offer. Consequently,
this study highlights that retailers should take active steps to understand their
customers’ requirements, before developing an online customer services strategy. From
a practical perspective, retailers could also apply the questionnaire developed for
this study to canvas the opinions of customers, to help identify areas in which their
performance needs to be improved. |
| 35530 |
authorList |
authors |
| 35530 |
presentedAt |
ext-c67f0c46cfadefb78c2c67e5de15e147 |
| 35530 |
status |
peerReviewed |
| 35530 |
uri |
http://data.open.ac.uk/oro/document/102405 |
| 35530 |
uri |
http://data.open.ac.uk/oro/document/102406 |
| 35530 |
uri |
http://data.open.ac.uk/oro/document/102408 |
| 35530 |
uri |
http://data.open.ac.uk/oro/document/102409 |
| 35530 |
uri |
http://data.open.ac.uk/oro/document/102410 |
| 35530 |
uri |
http://data.open.ac.uk/oro/document/102411 |
| 35530 |
uri |
http://data.open.ac.uk/oro/document/107260 |
| 35530 |
type |
AcademicArticle |
| 35530 |
type |
Article |
| 35530 |
label |
Shakur, Mahani; Doherty, Neil and Ellis-Chadwick, Fiona (2012). Importance-performance
analysis of retail website service quality. In: Marketing: catching the technology
wave, 2-5 Jul 2012, Southampton. |
| 35530 |
label |
Shakur, Mahani; Doherty, Neil and Ellis-Chadwick, Fiona (2012). Importance-performance
analysis of retail website service quality. In: Marketing: catching the technology
wave, 2-5 Jul 2012, Southampton. |
| 35530 |
Title |
Importance-performance analysis of retail website service quality |
| 35530 |
in dataset |
oro |