Assessing e-service quality of B2C sites: a proposed framework

Shakeel Iqbal; Zeeshan Ahmed Bhatti; Muhammad Naeem Khan

doi:10.1007/s41870-018-0247-4

Assessing e-service quality of B2C sites: a proposed framework

Shakeel Iqbal, Zeeshan Ahmed Bhatti, Muhammad Naeem Khan

Research output: Contribution to journal › Article › peer-review

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Abstract

E-services play a crucial role in attracting new online customers as well as retaining the old ones. This research paper is an attempt to define a framework for assessing the quality of e-services offered by B2C e-commerce websites. The proposed e-service quality framework (e-SQF) is applied on ten most popular B2C e-commerce websites in Pakistan to assess their relative state of e-service quality. The selected websites are assessed on each of the eight e-service quality dimensions defined in the e-SQF (i.e., e-search, e-response, e-transaction, e-payment, assurance and trust, e-help and e-technologies, post-sales support and website design and functionality). An overall assessment of each of the selected websites is also made to rank them in order of quality of e-services offered. The proposed framework can be a useful tool to quantify the quality of e-services offered by the e-tailers.

Original language	English
Number of pages	12
Journal	International Journal of Information Technology
Early online date	8 Sept 2018
DOIs	https://doi.org/10.1007/s41870-018-0247-4
Publication status	Early online - 8 Sept 2018

Keywords

e-Service quality
E-Tailing
B2C e-commerce
e-Service quality framework
e-Service quality dimensions

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10.1007/s41870-018-0247-4

BHATTI_cright_Assessing E-Service Quality of B2C Sites
This is a post-peer-review, pre-copyedit version of an article published in International Journal of Law and Information Technology. The final authenticated version is available online at: http://link.springer.com/10.1007/s41870-018-0247-4.
Accepted author manuscript (Post-print), 1.23 MB

http://link.springer.com/10.1007/s41870-018-0247-4

Cite this

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title = "Assessing e-service quality of B2C sites: a proposed framework",

abstract = "E-services play a crucial role in attracting new online customers as well as retaining the old ones. This research paper is an attempt to define a framework for assessing the quality of e-services offered by B2C e-commerce websites. The proposed e-service quality framework (e-SQF) is applied on ten most popular B2C e-commerce websites in Pakistan to assess their relative state of e-service quality. The selected websites are assessed on each of the eight e-service quality dimensions defined in the e-SQF (i.e., e-search, e-response, e-transaction, e-payment, assurance and trust, e-help and e-technologies, post-sales support and website design and functionality). An overall assessment of each of the selected websites is also made to rank them in order of quality of e-services offered. The proposed framework can be a useful tool to quantify the quality of e-services offered by the e-tailers.",

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Assessing e-service quality of B2C sites: a proposed framework

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Keywords

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