The effects of online service quality of e-commerce Websites on user satisfaction

Abstract

Purpose – The purpose of this paper is to investigate service quality of e-commerce Websites in online platform and their contribution on e-business promotion. Design/methodology/approach – The online survey was performed on a survey portal provided by Nepal Telecom in Nepal. Findings – The findings of this study suggest that information quality and online service quality were the key determinants for user satisfaction and sustainability of e-commerce technology. Research limitations/implications – Research opportunities of web services and e-commerce area are fruitful and important for both academics and practitioners. Practical implications – The findings on online service quality of e-commerce technology will be useful for current management practice such as making business policies and strategies and sharing information to managers and organization leaders. This study can be used for e-commerce Website operators wishing to enhance the competitiveness of their Websites in the highly competitive online market. Originality/value – E-commerce is considered an excellent alternative for individuals and companies to reach new customers. Service quality delivery through Internet is an essential strategy to success, more important than price and web presence. The e-commerce Website has been identified as having a significant impact on business activities in solving the geographical problem. A number of performance problems have been observed for e-commerce Websites, and much work has gone into characterizing the performance of web-servers and Internet applications.

Investigating antecedents and their consequences of usability in online donations: the case of university students' community services programs

“…This result has been confirmed within previous literature. For instance, Sharma and Lijuan's (2015) study posited the positive association between information quality and e-commerce website usability. Algharabat and Shatnawi (2014) posited that information quality reflected by ease of use has a direct impact on website usability.…”

“…The author indicated that specific product information positively related to consumer's attitude towards the website (positively or negatively). Sharma and Lijuan (2015) showed that information quality, e-service quality and usefulness are directly linked to e-commerce website usability. The authors assert that information quality and online service quality are the key determinants for user satisfaction and sustainability of e-commerce technology.…”

Significance Of Electronic Commerce In Development Of Rf Innovative Economy

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Integrating e-servqual and kano model to improve adorable projects website service quality

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“…This research resulted in 11 dimensions, which became the standard for evaluating service quality on the site. This dimension was then developed to improve the quality of online shopping measurements, such as the dimensions of website design, reliability, responsiveness, trust, and personalization [10], aspects of information quality, e-service quality, usefulness, e-satisfaction, and trust [2].…”