Customer's perceived service quality of Internet retailing

Abstract

The study has investigated the consumer's perceived e-retailing service quality in the Internet context The results of the study reveal that consumer's perceptions of online retailing service quality have eight dimensions: reliability, convenience, diversity, availability, responsiveness, empathy, post-service, and security. Researchers and online marketers may develop better understanding their customers, marketing strategies, and e-store architects to attract potential consumers adopt the online retailing services and retention current customers.