Assessment of Quality Perception by E-Commerce Clients
Keywords:
E-commerce, Internet, Quality of Service, SERVQUAL
Abstract
Quality perception by clients of e-commerce service is relevant to understand what made people opt for a determined firm within numberless research tools and great competition. Current research discusses consumers ́ perception of quality and studies possible improvements in service quality by e-commerce firms. Current exploratory analysis comprises a field research with a sample of 40 undergraduates who made online purchases between July and August 2013. The research consisted of a questionnaire based on the SERVQUAL model; data were collected in August and September 2013. Results show that firms attended successfully clients within the trust dimension, mainly due to compliance with date of arrival of the product. Several limitations are still extant, especially safety at the moment of purchasing on the Internet.
Published
2015-06-30
Section
Publicações Temáticas
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In case of approval, the e-mail of acceptance will contain a Letter of Copyright with authors´ name, personal data, and signature of all authors.
