Service Quality in Internet Retailing: A Study on Land Transportation Services

摘要

Retailing is expected to change with the rapid development of new online sales and distribution channels that literally can be used from anywhere and at anytime. Responding to the changes, retailers need to have a very good understanding regarding electronic customer relationship management (e-CRM) in gaining customers loyalty and satisfaction. Online channels such as online services and the Web are also impacting traditional retail business models. The information dissemination capabilities of the Internet are making consumers better informed and thus increasing their power when transacting and negotiating with retailers. E-retailing or Internet retailing is adding a new competitive dimension to retailing. The concept of service seems to be inextricably linked to Internet retailing. Internet service quality is viewed as a unique construct from customer satisfaction. Therefore, this study is to explore the internet service quality in service industry particularly in e-ticketing for transportation services. The primary data for this study was collected through web observation. Result shows that appearance and linkages are among the two most important determinants that should be used when measuring the quality of internet services. Through the findings, a guideline of the transportation websites regarding the important features could be developed. The findings show that e-ticketing websites would be an advantage to have all these features in order to increase user satisfaction in doing online transactions.