The impact of e-service quality on atitude toward online shopping

The research was designed to fill the gap in the existing body of knowledge regarding attitudes toward online shopping and differences in electronic service quality perception between two different geographical and cultural countries. In addition, this research extended previous effort done in an on...

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Main Author:	A. Alnasser, Mohammad Sulaiman
Format:	Thesis
Language:	eng eng
Published:	2014
Subjects:	HF Commerce. T Technology (General)
Online Access:	https://etd.uum.edu.my/4292/1/s92633.pdf https://etd.uum.edu.my/4292/7/s92633_abstract.pdf
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id	my-uum-etd.4292
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Yusof, Rushami Zien Mohd. Mokhtar, Sany Sanuri
topic	HF Commerce. T Technology (General)
spellingShingle	HF Commerce. T Technology (General) A. Alnasser, Mohammad Sulaiman The impact of e-service quality on atitude toward online shopping
description	The research was designed to fill the gap in the existing body of knowledge regarding attitudes toward online shopping and differences in electronic service quality perception between two different geographical and cultural countries. In addition, this research extended previous effort done in an online shopping context by providing evidence that high service quality increase consumers’ trust perception, which in turn results in favorable attitude toward online shopping, with risk perception moderating the impact on consumer’s trust. Cluster random sampling was used to select respondents with previous online shopping experience. Correlation and hierarchical regression was used to analyze the direct and indirect relationship between service quality, risk, trust and attitude, while t-test was used to compare the two cultures in e-service quality perception. The present study demonstrates that e-service quality is affected by consumer’s culture. This research also provides evidence that trust in Internet shopping is built on high service quality. Notably, risk moderates the effect of e-service quality on trust toward online retailer. Finally, the research highlights the significant effect of trust on the attitude towards online shopping.
format	Thesis
qualification_name	Ph.D.
qualification_level	Doctorate
author	A. Alnasser, Mohammad Sulaiman
author_facet	A. Alnasser, Mohammad Sulaiman
author_sort	A. Alnasser, Mohammad Sulaiman
title	The impact of e-service quality on atitude toward online shopping
title_short	The impact of e-service quality on atitude toward online shopping
title_full	The impact of e-service quality on atitude toward online shopping
title_fullStr	The impact of e-service quality on atitude toward online shopping
title_full_unstemmed	The impact of e-service quality on atitude toward online shopping
title_sort	impact of e-service quality on atitude toward online shopping
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2014
url	https://etd.uum.edu.my/4292/1/s92633.pdf https://etd.uum.edu.my/4292/7/s92633_abstract.pdf
_version_	1747827707311292416
spelling	my-uum-etd.42922022-04-07T04:28:50Z The impact of e-service quality on atitude toward online shopping 2014 A. Alnasser, Mohammad Sulaiman Yusof, Rushami Zien Mohd. Mokhtar, Sany Sanuri Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF Commerce. T Technology (General) The research was designed to fill the gap in the existing body of knowledge regarding attitudes toward online shopping and differences in electronic service quality perception between two different geographical and cultural countries. In addition, this research extended previous effort done in an online shopping context by providing evidence that high service quality increase consumers’ trust perception, which in turn results in favorable attitude toward online shopping, with risk perception moderating the impact on consumer’s trust. Cluster random sampling was used to select respondents with previous online shopping experience. Correlation and hierarchical regression was used to analyze the direct and indirect relationship between service quality, risk, trust and attitude, while t-test was used to compare the two cultures in e-service quality perception. The present study demonstrates that e-service quality is affected by consumer’s culture. This research also provides evidence that trust in Internet shopping is built on high service quality. Notably, risk moderates the effect of e-service quality on trust toward online retailer. Finally, the research highlights the significant effect of trust on the attitude towards online shopping. 2014 Thesis https://etd.uum.edu.my/4292/ https://etd.uum.edu.my/4292/1/s92633.pdf text eng public https://etd.uum.edu.my/4292/7/s92633_abstract.pdf text eng public Ph.D. doctoral Universiti Utara Malaysia Aaker, A., Kumar, V.D., & George, S. (2000). Marketing research, John Wiley and Sons, Inc. New York. Aaker, D. A., Kumar, V., Day, G.S., & Lawley, M. (2005). 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