Service Quality and E-Commerce Analysis

Provided by: Creative Commons
Topic: E-Commerce
Format: PDF
Examines the applicability of determinants identified in a physical services environment to assess the services relating to e-commerce. It is discussed that the lack of human interaction during the Web site experience means that determinants such as competence, courtesy, cleanliness, comfort and friendliness, helpfulness, care, commitment, flexibility are not particularly relevant in e-commerce. On the other hand, determinants such as accessibility, communication, credibility, understanding, appearance and availability are equally applicable to e-commerce as they are in physical services.

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