Electronic retailers' perception of internet retail service quality / Che Suzana Aida Che Nordin

Dimension of critical factors that impact online retailing (e-quality) are synthesized from literature and organized along eleven e-service quality which are incubative dimension (ease of use, linkage, appearance, structure and layout, content and information) and active dimension (reliability, s...

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Main Author:	Che Nordin, Che Suzana Aida
Format:	Thesis
Language:	English
Published:	2004
Subjects:	Web servers Internet Web applications
Online Access:	https://ir.uitm.edu.my/id/eprint/1422/1/TD_CHE%20SUZANA%20AIDA%20CHE%20NORDIN%20CS%2004_5%201.pdf
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id	my-uitm-ir.1422
record_format	uketd_dc
spelling	my-uitm-ir.14222017-02-15T00:46:42Z Electronic retailers' perception of internet retail service quality / Che Suzana Aida Che Nordin 2004 Che Nordin, Che Suzana Aida Web servers. Internet Web applications Dimension of critical factors that impact online retailing (e-quality) are synthesized from literature and organized along eleven e-service quality which are incubative dimension (ease of use, linkage, appearance, structure and layout, content and information) and active dimension (reliability, security, efficiency, communication, support and incentives). Using a random sample of nine Banks that have online banking services, the study benchmark real online transactions against e-quality service dimension. Finding suggests several areas that e-retailers should target for improvement. These areas include enhancing the capabilities of search engine, providing the ability to translate into multiple languages, enhancing way to interact with customer like chatting site, electronic bulletin board, and voice over IP, build more affinity program, reducing the number of clicks to complete a transaction and provide customer the ability to track order status and ease of check out. The use of the Internet as a channel for commerce and information presents an opportunity for business to use the Internet as a tool for customer relationship management (CRM) and electronic customer relationship (ECRM). This study also attempted to uncover the state of customer services and Electronic Customer Relationship Management (E-CRM) implemented in online retailers. It was found that electronic retailers differ in the presence of the 42 different ECRM features and also have different perception of e-service quality. 2004 Thesis https://ir.uitm.edu.my/id/eprint/1422/ https://ir.uitm.edu.my/id/eprint/1422/1/TD_CHE%20SUZANA%20AIDA%20CHE%20NORDIN%20CS%2004_5%201.pdf text en public degree Universiti Teknologi MARA Faculty of Information Technology and Quantitative Sciences
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Web servers Internet Web applications
spellingShingle	Web servers Internet Web applications Che Nordin, Che Suzana Aida Electronic retailers' perception of internet retail service quality / Che Suzana Aida Che Nordin
description	Dimension of critical factors that impact online retailing (e-quality) are synthesized from literature and organized along eleven e-service quality which are incubative dimension (ease of use, linkage, appearance, structure and layout, content and information) and active dimension (reliability, security, efficiency, communication, support and incentives). Using a random sample of nine Banks that have online banking services, the study benchmark real online transactions against e-quality service dimension. Finding suggests several areas that e-retailers should target for improvement. These areas include enhancing the capabilities of search engine, providing the ability to translate into multiple languages, enhancing way to interact with customer like chatting site, electronic bulletin board, and voice over IP, build more affinity program, reducing the number of clicks to complete a transaction and provide customer the ability to track order status and ease of check out. The use of the Internet as a channel for commerce and information presents an opportunity for business to use the Internet as a tool for customer relationship management (CRM) and electronic customer relationship (ECRM). This study also attempted to uncover the state of customer services and Electronic Customer Relationship Management (E-CRM) implemented in online retailers. It was found that electronic retailers differ in the presence of the 42 different ECRM features and also have different perception of e-service quality.
format	Thesis
qualification_level	Bachelor degree
author	Che Nordin, Che Suzana Aida
author_facet	Che Nordin, Che Suzana Aida
author_sort	Che Nordin, Che Suzana Aida
title	Electronic retailers' perception of internet retail service quality / Che Suzana Aida Che Nordin
title_short	Electronic retailers' perception of internet retail service quality / Che Suzana Aida Che Nordin
title_full	Electronic retailers' perception of internet retail service quality / Che Suzana Aida Che Nordin
title_fullStr	Electronic retailers' perception of internet retail service quality / Che Suzana Aida Che Nordin
title_full_unstemmed	Electronic retailers' perception of internet retail service quality / Che Suzana Aida Che Nordin
title_sort	electronic retailers' perception of internet retail service quality / che suzana aida che nordin
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Information Technology and Quantitative Sciences
publishDate	2004
url	https://ir.uitm.edu.my/id/eprint/1422/1/TD_CHE%20SUZANA%20AIDA%20CHE%20NORDIN%20CS%2004_5%201.pdf
_version_	1783733013024079872

Electronic retailers' perception of internet retail service quality / Che Suzana Aida Che Nordin

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