Effectiveness of e-Servqual in e-Tailing – Shoppers Expectations
R. Seranmadevi1, S. Muralidhar2
1Dr.R.Seranmadevi, Associate Professor, Vel Tech Rangarajan Dr. Sagunthala R&D Institute of Science and Technology, Tamil Nadu, India.
2Dr. S. Muralidhar, Assistant Professor, Department of Commerce & Management Studies, Jain Deemed – to – be University, Bangalore, India.
Manuscript received on January 05, 2020. | Revised Manuscript received on January 25, 2020. | Manuscript published on January 30, 2020. | PP: 5216-5221 | Volume-8 Issue-5, January 2020. | Retrieval Number: E5928018520/2020©BEIESP | DOI: 10.35940/ijrte.E5928.018520
Open Access | Ethics and Policies | Cite | Mendeley | Indexing and Abstracting
© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: In the recent days, Omni channel retailing is quite famous and gain importance among the customers. The retailers are also expecting some additional source of sales revenue to meet out the hectic competition around globe. This study is made with the intention to evaluate the service quality of online retail services with the sixteen service quality dimensions. The study is describing the intention of the shoppers pertaining to the service quality offered by the retailers in online mode. The primary data was collected from 310 respondents through circulating the structured questionnaire consists of various statements explaining all these sixteen e- service quality dimensions. Appropriate statistical tools have employed to assess the relationship among these variables and its impact on the achievements of the customer’s expectations at the end. It was completely depicted through the structural equation model constructed with the help of AMOS v.20.
Keywords: Commitment, e-Serv Qual, e-tail, online retail, Service Quality.
Scope of the Article: Quality Control.