A Conceptual Framework for E-tailing Quality and Its Evaluation

Authors

Jing Wang, School of Business Administration, South China University of Technology, Guangzhou 510640, ChinaFollow
Zhenquan Sha, School of Business Administration, South China University of Technology, Guangzhou 510640, China
Haiyuan Wang, School of Business Administration, South China University of Technology, Guangzhou 510640, China

Document Type

Article

Abstract

The Internet’s influence in creating e-services has been revolutionary for retailer. Clearly, The Internet is fast becoming an important new channel for businesses in retailing, raising e-services as the emergent business paradigm in the industrialized world. Unfortunately, past research on measuring e-tailing quality is scarce. This paper provides a conceptual framework for e-tailing quality and discusses its evaluation. First, we summarize the main previous literature about service quality and e-service quality. Second, three analytical dimensions are identified: website quality, action quality and result quality, and each has its sub-dimensions. Each has different influence degree. Finally, we analyzing the evaluation way by comparing the online shoppers’ perceived and expectation e-service. Future recommendations are also offered.

Recommended Citation

Wang, Jing; Sha, Zhenquan; and Wang, Haiyuan, "A Conceptual Framework for E-tailing Quality and Its Evaluation" (2004). ICEB 2004 Proceedings (Beijing, China). 113.
https://aisel.aisnet.org/iceb2004/113