Examining customers' perception of electronic shopping mall's e-service quality
by Xin Tong Li; Abdul Rahman; Gan Connie; Zahir Osman
International Journal of Services, Economics and Management (IJSEM), Vol. 11, No. 4, 2020

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.

Online publication date: Mon, 21-Dec-2020

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