Title: Dimensions of service quality in Peruvian e-commerce and its relationship with customer satisfaction

Authors: Sandro Alberto Sánchez; Andrea Briggitte Ruiz; Daniel Delgado Herrera

Addresses: CENTRUM Católica Graduate Business School, Pontificia Universidad Católica del Perú, Lima, Perú ' Pontificia Universidad Católica del Perú, Lima, Perú ' Pontificia Universidad Católica del Perú, Lima, Perú

Abstract: This research document examines the effects of e-commerce service quality dimensions on customer satisfaction in department stores in Peru. The study utilises data from adults who made online purchases in two large department stores in the country during the period of August to October 2020, gathered through surveys. By employing an E-S-QUAL and E-RecS-QUAL model, it was discovered that the dimensions of efficiency, compliance, contact, and responsiveness significantly impact consumer satisfaction. This suggests potential areas for enhancing business performance and fostering growth within the expanding realm of e-commerce worldwide.

Keywords: service quality; e-commerce; customer satisfaction; E-S-QUAL.

DOI: 10.1504/IJECRM.2024.142426

International Journal of Electronic Customer Relationship Management, 2024 Vol.14 No.3/4, pp.292 - 317

Received: 08 Feb 2024
Accepted: 21 Mar 2024
Published online: 30 Oct 2024 *

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