Title: Global service quality of business-to-consumer electronic-commerce

Authors: Mahmud Akhter Shareef; Vinod Kumar; Yogesh K. Dwivedi; Uma Kumar

Addresses: School of Business, North South University, Plot 15, Block B, Bashundhara, Dhaka 1229, Bangladesh ' Sprott School of Business, Carleton University, 1711 Dunton Tower, 1125 Colonel by Drive, Ottawa ON K1S 5B6, Canada ' Room 123, Haldane Building, School of Business and Economics, Swansea University, Singleton Park, Swansea, SA2 8PP, Wales, UK ' Sprott School of Business, Carleton University, 707 Dunton Tower, 1125 Colonel by Drive, Ottawa ON K1S 5B6, Canada

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.

Keywords: business-to-consumer; B2C e-commerce; electronic commerce; global service quality; globalisation; quality dimensions; consumer satisfaction; GSQ-EC model.

DOI: 10.1504/IJICBM.2014.057947

International Journal of Indian Culture and Business Management, 2014 Vol.8 No.1, pp.1 - 34

Published online: 07 Jun 2014 *

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