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Measuring the Service Quality of E-Commerce and Competitive Strategies
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Author(s): Shu-Fong Chang (Nankai University, China), Jen-Chi Chang (Nankai University, China), Kuo-Hua Lin (Nankai University, China), Bin Yu (Nankai University, China), Yu-Cheng Lee (Chung-Hua University, Taiwan), Sang-Bing (Jason) Tsai (University of Electronic Science and Technology of China, China & Nankai University, China), Jie Zhou (Nankai University, China), Chao Wu (Nankai University, China)and Zi-Chun Yan (Nankai University, China)
Copyright: 2016
Pages: 20
Source title:
Web-Based Services: Concepts, Methodologies, Tools, and Applications
Source Author(s)/Editor(s): Information Resources Management Association (USA)
DOI: 10.4018/978-1-4666-9466-8.ch019
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Abstract
The global online shopping market has exhibited consistent growth, exceeding an annual average growth rate of 10% from 2006 to 2010; however, the online shopping market in Taiwan demonstrated an astounding growth rate, surpassing 35% during the same period. In the current competitive and rapidly expanding market environment, shopping website providers must establish effective methods for measuring and improving service quality to increase customer satisfaction levels. In this study, four service quality dimensions of the e-core service quality scale (E-S-QUAL; efficiency, system availability, fulfillment, and privacy) were used to measure the service quality of shopping websites. Subsequently, the simultaneous importance-performance analysis (SIPA) method and analytical Kano model were integrated to analyze the market competition strategies adopted among members of the shopping website industry. Finally, suggestions are provided regarding potential management methods for the case companies.
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