Customer's perceived service quality of Internet retailing

Ye, Naiyi; Jia, Jianmin

doi:10.1109/icsssm.2005.1499526

Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005. 2005

DOI: 10.1109/icsssm.2005.1499526

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Customer's perceived service quality of Internet retailing

Naiyi Ye

Jianmin Jia

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2007

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Consumers' Perceived Services and the Impacts on Attitudes and Behavior Intentions in Internet Shopping

2007

2007 International Conference on Service Systems and Service Management

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The study has investigated the impacts of consumers' perceived services in Internet retailing on the consumers' attitude about Internet shopping as well as the impacts of the attitude on consumers' buying behavior intension. The results of the study reveal that some factors of consumers' perceived e-retailing services have positive impacts on attitude and behavior intension and the attitude towards Internet shopping strongly impacts the consumers' buying behavior intention. The results indicate that reliability post-services, pay-delivery easiness, and personalized care are important factors impacting on attitude and the attitude is an important factor impacting on buying intensions.

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Consumers' Perceived Services and the Impacts on Attitudes and Behavior Intentions in Internet Shopping

2007

2007 International Conference on Service Systems and Service Management

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show abstract

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Customer's perceived service quality of Internet retailing

Cited by 1 publication

References 2 publications

Consumers' Perceived Services and the Impacts on Attitudes and Behavior Intentions in Internet Shopping

Consumers' Perceived Services and the Impacts on Attitudes and Behavior Intentions in Internet Shopping

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