Comparison of e-service quality of Indian e-commerce websites
by Sanjay Dhingra; Shelly Gupta; Ruchi Bhatt
International Journal of Indian Culture and Business Management (IJICBM), Vol. 26, No. 3, 2022

Abstract: Service quality has been recognised as an essential tool to achieve a competitive advantage in this technological era. By providing high-quality services to its consumers, a marketer can distinguish itself from other online service providers. This research explores the determinants of e-service quality and then compares three e-commerce websites based on these factors. The five e-service quality factors, reliability, personalisation, trust, website design, and responsiveness, have been identified from the literature. The responses of 285 users were analysed using the ANOVA test to evaluate the e-service quality of Amazon, Flipkart, and Snapdeal. The results indicated that the e-service quality of Snapdeal on all five factors was perceived significantly less than Amazon and Flipkart. Also, there was no statistical difference between the e-service quality of Amazon and Flipkart.

Online publication date: Fri, 29-Jul-2022

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