Consumer perspectives on service quality of electronic commerce web sites

摘要

Eighty-two information technology professionals provided their expectations of service quality for a Web-based e- commerce retailer. Using a modified version of SERVQUAL, erspondents also provided perceptions of the quality of service provided by three different Web-based book dealers: Amazon.com, Barnes & Noble, and Bookstore. About. com. Perceptions of service quality were significantly lower than Respondents' expectations. Specific areas where Web site Improvements could have an impact included improving on-line Help, making human assistance quickly and readily available, And creating a visual appearance that conveys trust and safety in On-line transactions.