Global service quality of business-to-consumer electronic-commerce Online publication date: Sat, 07-Jun-2014
by Mahmud Akhter Shareef; Vinod Kumar; Yogesh K. Dwivedi; Uma Kumar
International Journal of Indian Culture and Business Management (IJICBM), Vol. 8, No. 1, 2014
Abstract: The sustainability and expansion of electronic-commerce (EC) depends on several factors. In the absence of physical cues from a direct person-to-person transaction, service quality plays a significant role in EC. Therefore, exploring the service quality factors of EC and their possible impact on customers' behaviour in a global context is a broad area to investigate and understand. However, the existing frameworks do not appear to be quite adequate to determine all relevant service quality dimensions for business-to-consumer (B2C) EC and to conceptualise these dimensions to form a comprehensive model. This led to conceptualising the theories and concepts that contribute to developing the fundamental paradigms of service quality frameworks of B2C EC. We also developed a theoretical framework of the service quality dimensions of EC (GSQ-EC Model) in the global context with a detailed definition of constructs and measuring scale items.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Indian Culture and Business Management (IJICBM):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com
Our Blog 
Follow us on Twitter 
Visit us on Facebook