TY - JOUR
T1 - Dimensions of service quality in Peruvian e-commerce and its relationship with customer satisfaction
AU - Sánchez, Sandro Alberto
AU - Ruiz, Andrea Briggitte
AU - Herrera, Daniel Delgado
N1 - Publisher Copyright:
Copyright © 2024 Inderscience Enterprises Ltd.
PY - 2024
Y1 - 2024
N2 - This research document examines the effects of e-commerce service quality dimensions on customer satisfaction in department stores in Peru. The study utilises data from adults who made online purchases in two large department stores in the country during the period of August to October 2020, gathered through surveys. By employing an E-S-QUAL and E-RecS-QUAL model, it was discovered that the dimensions of efficiency, compliance, contact, and responsiveness significantly impact consumer satisfaction. This suggests potential areas for enhancing business performance and fostering growth within the expanding realm of e-commerce worldwide.
AB - This research document examines the effects of e-commerce service quality dimensions on customer satisfaction in department stores in Peru. The study utilises data from adults who made online purchases in two large department stores in the country during the period of August to October 2020, gathered through surveys. By employing an E-S-QUAL and E-RecS-QUAL model, it was discovered that the dimensions of efficiency, compliance, contact, and responsiveness significantly impact consumer satisfaction. This suggests potential areas for enhancing business performance and fostering growth within the expanding realm of e-commerce worldwide.
KW - customer satisfaction
KW - e-commerce
KW - E-S-QUAL
KW - service quality
UR - https://www.scopus.com/pages/publications/85208386490
U2 - 10.1504/IJECRM.2024.142426
DO - 10.1504/IJECRM.2024.142426
M3 - Article
AN - SCOPUS:85208386490
SN - 1750-0664
VL - 14
SP - 292
EP - 317
JO - International Journal of Electronic Customer Relationship Management
JF - International Journal of Electronic Customer Relationship Management
IS - 3-4
ER -