Title: Examining customers' perception of electronic shopping mall's e-service quality

Authors: Xin Tong Li; Abdul Rahman; Gan Connie; Zahir Osman

Addresses: Linton University College, Bandar Universiti Teknologi Legenda (BUTL), Batu 12, 71700 Mantin, Negeri Sembilan, Malaysia ' Linton University College, Bandar Universiti Teknologi Legenda (BUTL), Batu 12, 71700 Mantin, Negeri Sembilan, Malaysia ' Linton University College, Bandar Universiti Teknologi Legenda (BUTL), Batu 12, 71700 Mantin, Negeri Sembilan, Malaysia ' Open University Malaysia, Blok B, Jalan Tun Ismail, 50480, Kuala Lumpur, Wilayah Persekutuan, Malaysia

Abstract: This paper aims to examine consumers' perception of shopping malls e-service quality. The phenomenal growth of e-commerce and the gap in the current e-service quality literature has necessitated this study. The growth of many large-scale online shopping platforms such as Amazon.com, T-mall and JD.com has contribute immensely to the economic growth globally. This study has utilised a quantitative approach via structural equation modelling (SEM) to analyses its findings. Efficiency, trust, reliability, and privacy are key dimensions of e-service quality model. Theoretical and managerial implications are discussed with future research directions.

Keywords: service quality; online shopping; China; customer satisfaction; purchasing; structural equation modelling; SEM.

DOI: 10.1504/IJSEM.2020.111930

International Journal of Services, Economics and Management, 2020 Vol.11 No.4, pp.329 - 346

Received: 20 Sep 2019
Accepted: 31 May 2020
Published online: 21 Dec 2020 *

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