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Volume : III, Issue : XII, January - 2014

SERVICE QUALITY AND WEBSITE QUALITY IN ONLINE SHOPPING: AN ANALOGY

Prateek Kalia, Navdeep Kaur and Tejinderpal Singh

By : Laxmi Book Publication

Abstract :

Online shopping has undergone extraordinary growth in the past few years. Everyday companies are adopting newer communication andinformation technologies to maintain and enhance their performances. Organization can only survive in this competitive environment if they are able to provide best service quality to their customers, making service as key factor in the success of any organization. Organizations are using internet as a medium and a website as an interface between buyer and seller to conduct business transactions to tap greater opportunities in global market at extremely low operational costs.In such a scenario websites play pivotal role in positively influencing online purchase intentions, perception of product quality and reducing perceived risk; the quality of websites will play a vital role in attracting and retaining online shoppers.

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    Cite This Article :

    Prateek Kalia, Navdeep Kaur and Tejinderpal Singh(2014). SERVICE QUALITY AND WEBSITE QUALITY IN ONLINE SHOPPING: AN ANALOGY. Indian Streams Research Journal, Vol. III, Issue. XII, http://isrj.org/UploadedData/7940.pdf

    References :

    1. Kim, M., Kim, J.-H. & Lennon, S.J., 2006. Online service attributes available on apparel retail web sites: an E-S-QUAL approach. Managing Service Quality, 16(1), pp.51–77. Available at:
    2. Buttle, F. (1996) SERVQUAL: review, critique, research agenda. European Journal of Marketing, 30(1), pp. 8-32.
    3. Gounaris, S., Dimitriadis, S. & Stathakopoulos, V., 2005. Antecedents of Perceived Quality in the Context of Internet Retail Stores. Journal of Marketing Management, 21(7-8), pp.669–700. Available at: http://www.tandfonline.com/doi/abs/10.1362/026725705774538390 [Accessed July 19, 2013].
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    5. Barnes, S.J. & Vidgen, R., 2003. Measuring Web site quality improvements: a case study of the forum on strategic management knowledge exchange. Industrial Management & Data Systems, 103(5), pp.297–309. Available at: http://www.emeraldinsight.com/10.1108/02635570310477352 [Accessed June 19, 2013].
    6. Elliott, M.T. & Speck, P.S., 2005. Factors That Affect Attitude toward a Retail Web Site. Journal of Marketing Theory and Practice, 13(1), pp.40–51. Available at: http://www.jstor.org/stable/40470185 .
    7. Buttle, F. (1996) SERVQUAL: review, critique, research agenda. European Journal of Marketing, 30(1), pp. 8-32.
    8. Gounaris, S., Dimitriadis, S. & Stathakopoulos, V., 2005. Antecedents of Perceived Quality in the Context of Internet Retail Stores. Journal of Marketing Management, 21(7-8), pp.669–700. Available at: http://www.tandfonline.com/doi/abs/10.1362/026725705774538390 [Accessed July 19, 2013].
    9. Kim, M., Kim, J.-H. & Lennon, S.J., 2006. Online service attributes available on apparel retail web sites: an E-S-QUAL approach. Managing Service Quality, 16(1), pp.51–77. Available at:
    10. Gounaris, S., Dimitriadis, S. & Stathakopoulos, V., 2005. Antecedents of Perceived Quality in the Context of Internet Retail Stores. Journal of Marketing Management, 21(7-8), pp.669–700. Available at: http://www.tandfonline.com/doi/abs/10.1362/026725705774538390 [Accessed July 19, 2013].
    11. Aladwani, A.M. & Palvia, P.C., 2002. Developing and validating an instrument for measuring user-perceived web quality. Information & Management, 39(6), pp.467–476. Available at: http://linkinghub.elsevier.com/retrieve/pii/S0378720601001136.
    12. Barnes, S.J. & Vidgen, R., 2003. Measuring Web site quality improvements: a case study of the forum on strategic management knowledge exchange. Industrial Management & Data Systems, 103(5), pp.297–309. Available at: http://www.emeraldinsight.com/10.1108/02635570310477352 [Accessed June 19, 2013].
    13. Elliott, M.T. & Speck, P.S., 2005. Factors That Affect Attitude toward a Retail Web Site. Journal of Marketing Theory and Practice, 13(1), pp.40–51. Available at: http://www.jstor.org/stable/40470185 .
    14. Buttle, F. (1996) SERVQUAL: review, critique, research agenda. European Journal of Marketing, 30(1), pp. 8-32.
    15. Kim, M., Kim, J.-H. & Lennon, S.J., 2006. Online service attributes available on apparel retail web sites: an E-S-QUAL approach. Managing Service Quality, 16(1), pp.51–77. Available at:
    16. Aladwani, A.M. & Palvia, P.C., 2002. Developing and validating an instrument for measuring user-perceived web quality. Information & Management, 39(6), pp.467–476. Available at: http://linkinghub.elsevier.com/retrieve/pii/S0378720601001136.
    17. Barnes, S.J. & Vidgen, R., 2003. Measuring Web site quality improvements: a case study of the forum on strategic management knowledge exchange. Industrial Management & Data Systems, 103(5), pp.297–309. Available at: http://www.emeraldinsight.com/10.1108/02635570310477352 [Accessed June 19, 2013].
    18. Elliott, M.T. & Speck, P.S., 2005. Factors That Affect Attitude toward a Retail Web Site. Journal of Marketing Theory and Practice, 13(1), pp.40–51. Available at: http://www.jstor.org/stable/40470185 .
    19. Buttle, F. (1996) SERVQUAL: review, critique, research agenda. European Journal of Marketing, 30(1), pp. 8-32.
    20. Gounaris, S., Dimitriadis, S. & Stathakopoulos, V., 2005. Antecedents of Perceived Quality in the Context of Internet Retail Stores. Journal of Marketing Management, 21(7-8), pp.669–700. Available at: http://www.tandfonline.com/doi/abs/10.1362/026725705774538390 [Accessed July 19, 2013].
    21. Kim, M., Kim, J.-H. & Lennon, S.J., 2006. Online service attributes available on apparel retail web sites: an E-S-QUAL approach. Managing Service Quality, 16(1), pp.51–77. Available at:
    22. Aladwani, A.M. & Palvia, P.C., 2002. Developing and validating an instrument for measuring user-perceived web quality. Information & Management, 39(6), pp.467–476. Available at: http://linkinghub.elsevier.com/retrieve/pii/S0378720601001136.
    23. Barnes, S.J. & Vidgen, R., 2003. Measuring Web site quality improvements: a case study of the forum on strategic management knowledge exchange. Industrial Management & Data Systems, 103(5), pp.297–309. Available at: http://www.emeraldinsight.com/10.1108/02635570310477352 [Accessed June 19, 2013].
    24. Elliott, M.T. & Speck, P.S., 2005. Factors That Affect Attitude toward a Retail Web Site. Journal of Marketing Theory and Practice, 13(1), pp.40–51. Available at: http://www.jstor.org/stable/40470185 .

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