A Comparison of Customers Responses to E-Service Quality Statements: Customer Encountered vs. Not Encountered Problems

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Provided by: International Journal of Business and Social Science (IJBSS)
Topic: E-Commerce
Format: PDF
In recent years, quick growing of online shopping all around the world and differentiation of online shopping from traditional shopping at many points (such as service quality perceptions, sources of problems encountered) have been accompanied new issues. Since the rules of traditional shopping are not completely valid related to these issues, new researches have been required in terms of online shopping? In this paper, performed, according to whether e-costumers encountered problems in the course of online shopping, it was aimed to compare the responses given to statements of E-Service (E-S) quality scale and determine the differences emerged.
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