Exploratory study of service quality for online shopping

Customer satisfaction and service quality are often treated together as functions of customer’s perceptions and expectations and research has shown that high service quality contribute significantly to profitability. Service quality is required to be first measured in order to improve the quality in...

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Main Author:	Abu Samah, Samirah
Format:	Thesis
Language:	English
Published:	2010
Subjects:	HF Commerce
Online Access:	http://eprints.utm.my/id/eprint/16407/7/SamirahAbuSamahMFSKSM2010.pdf
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id	my-utm-ep.16407
record_format	uketd_dc
spelling	my-utm-ep.164072017-09-20T04:05:28Z Exploratory study of service quality for online shopping 2010-11 Abu Samah, Samirah HF Commerce QA75 Electronic computers. Computer science Customer satisfaction and service quality are often treated together as functions of customer’s perceptions and expectations and research has shown that high service quality contribute significantly to profitability. Service quality is required to be first measured in order to improve the quality in a service organization. Service quality is measuring in order to have better understanding of its indispensable antecedent and consequences, and eventually ascertain methods for improving and measuring service quality in search for competitive advantage. The project objective of this study is to rank the dimensions of service quality that affect the customers’ expectation in online purchasing through Web 2.0 based in home business. A questionnaire used in this study sent to the respondents of Facebook and Blogspot which are two Web 2.0 based mediums that are chosen in this project. The measurements used were based on the widely accepted SERVQUAL model which is the most common method for measuring service quality. A descriptive statistics analysis was used to evaluate the level of service quality of online shopping through Web 2.0 based sites from the customers’ perspective. This study also examined the service quality gap by comparing customers’ expectations and their actual perceptions. The results of the study indicated that all of the service quality factors are important. Assurance was rated as the most important dimension followed by reliability, responsiveness, empathy and tangible. 2010-11 Thesis http://eprints.utm.my/id/eprint/16407/ http://eprints.utm.my/id/eprint/16407/7/SamirahAbuSamahMFSKSM2010.pdf application/pdf en public masters Universiti Teknologi Malaysia, Faculty of Computer Science and Information System Faculty of Computer Science and Information System
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HF Commerce HF Commerce
spellingShingle	HF Commerce HF Commerce Abu Samah, Samirah Exploratory study of service quality for online shopping
description	Customer satisfaction and service quality are often treated together as functions of customer’s perceptions and expectations and research has shown that high service quality contribute significantly to profitability. Service quality is required to be first measured in order to improve the quality in a service organization. Service quality is measuring in order to have better understanding of its indispensable antecedent and consequences, and eventually ascertain methods for improving and measuring service quality in search for competitive advantage. The project objective of this study is to rank the dimensions of service quality that affect the customers’ expectation in online purchasing through Web 2.0 based in home business. A questionnaire used in this study sent to the respondents of Facebook and Blogspot which are two Web 2.0 based mediums that are chosen in this project. The measurements used were based on the widely accepted SERVQUAL model which is the most common method for measuring service quality. A descriptive statistics analysis was used to evaluate the level of service quality of online shopping through Web 2.0 based sites from the customers’ perspective. This study also examined the service quality gap by comparing customers’ expectations and their actual perceptions. The results of the study indicated that all of the service quality factors are important. Assurance was rated as the most important dimension followed by reliability, responsiveness, empathy and tangible.
format	Thesis
qualification_level	Master's degree
author	Abu Samah, Samirah
author_facet	Abu Samah, Samirah
author_sort	Abu Samah, Samirah
title	Exploratory study of service quality for online shopping
title_short	Exploratory study of service quality for online shopping
title_full	Exploratory study of service quality for online shopping
title_fullStr	Exploratory study of service quality for online shopping
title_full_unstemmed	Exploratory study of service quality for online shopping
title_sort	exploratory study of service quality for online shopping
granting_institution	Universiti Teknologi Malaysia, Faculty of Computer Science and Information System
granting_department	Faculty of Computer Science and Information System
publishDate	2010
url	http://eprints.utm.my/id/eprint/16407/7/SamirahAbuSamahMFSKSM2010.pdf
_version_	1747815036215099392

Exploratory study of service quality for online shopping

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