Title: Modelling consumers' perceptions of internet service quality by structured equation analysis

Authors: Abdul Rahman; Lee Har San; Dong Jing; Qu Yan; Syriac Nellikunnel

Addresses: Linton University College, Batu 12, Mantin 71700, Negeri Sembilan, Malaysia ' Linton University College, Batu 12, Mantin 71700, Negeri Sembilan, Malaysia ' Linton University College, Batu 12, Mantin 71700, Negeri Sembilan, Malaysia ' Linton University College, Batu 12, Mantin 71700, Negeri Sembilan, Malaysia ' INTI International University, Jalan BBN 12/1, Bandar Baru Nilai, 71800 Nilai, Negeri Sembilan, Malaysia

Abstract: China is emerging as one of the largest business to consumer retail market space in the world. Chinese digital consumers may exhibit different online shopping behaviour as compared to consumers in other parts of the world. Most research on consumer behaviour and e-service quality today relies on traditional service quality models. The aim of this paper is to propose and empirically verify an e-service quality model based on the B2C market space in the context of China's market. Key dimensions of e-service quality influencing quality perceptions of Chinese consumers and its impact on e-satisfaction are studied. The empirical results suggest that e-retailers should focus on website aesthetics and personalisation. Theoretical and managerial implications are also elaborated.

Keywords: e-service quality; e-retailing industry; customer e-satisfaction; customer e-loyalty.

DOI: 10.1504/IJSEM.2017.095447

International Journal of Services, Economics and Management, 2017 Vol.8 No.3, pp.197 - 207

Received: 13 Jan 2017
Accepted: 05 Dec 2017
Published online: 04 Oct 2018 *

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