Studying the Key indicators of e-service quality in success of e-commerce

8th International Conference on e-Commerce in Developing Countries: With Focus on e-Trust Pub Date : 2014-04-24 DOI:10.1109/ECDC.2014.6836768

Hadi Teimouri, Shirin Rafiei Samani, S. Emami, Shiva Hamidipour

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引用次数: 2

Abstract

Nowadays business units have been changed to websites and businesses are done online. This means that internet marketing and e-commerce are inevitable. The rapid growth of e-commerce illustrates the need of delivering superior services. Now, the quality of services can affect the success of online businesses. During past decades, the term of service quality (SERVEQUAL), which is for business units, has been changed to e-service quality (e-SERVEQUAL) for e-commerce. The aim of this paper is to study Key indicators of e-service quality in success of e-commerce. This survey is applied type in terms of purpose and is descriptive in terms of methodology. Historical study was used to collect data related to theoretical principles of research like books and scientific magazines. The results of this research indicate that reliability, responsiveness, ease of use, privacy, website design, information quality are dimensions of e-SERVQUAL, by which a business can find the indicators keys of e-service quality in success of e-commerce.

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研究电子商务成功中电子服务质量的关键指标

现在，业务单位已经改为网站，业务在网上完成。这意味着网络营销和电子商务是不可避免的。电子商务的快速发展说明了提供优质服务的必要性。现在，服务的质量可以影响在线业务的成功。在过去的几十年里，服务质量(SERVEQUAL)一词已经由业务单位改为电子商务的电子服务质量(e-SERVEQUAL)。本文的目的是研究电子商务成功的电子服务质量的关键指标。这项调查是应用类型的目的和描述性的方法方面。历史研究是用来收集与理论研究原理相关的数据，如书籍和科学杂志。本研究结果表明，可靠性、响应性、易用性、隐私性、网站设计、信息质量是e-SERVQUAL的维度，通过这些维度，企业可以找到电子商务成功的电子服务质量指标关键。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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8th International Conference on e-Commerce in Developing Countries: With Focus on e-Trust

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