Title: Analysing the effects of several service quality metrics on the leading online shopping sites

Authors: Sunil Patel; Sudip Nityagopal Dutta; Krupa Mistry; Sharad Shekar Shetty; Purnima Gupta; Pratima Shukla

Addresses: Karnavati University, Uvarsad, Gandhinagar, Gujarat, India ' Karnavati University, Uvarsad, Gandhinagar, Gujarat, India ' Karnavati University, Uvarsad, Gandhinagar, Gujarat, India ' Karnavati University, Uvarsad, Gandhinagar, Gujarat, India ' Karnavati University, Uvarsad, Gandhinagar, Gujarat, India ' SAL Institute of Management, Ahmedabad, Gujarat, India

Abstract: Buying online products or services is the most common and essential practice of Indian consumers. There is huge competition among online shopping platforms. These service providers provide a better price, heavy discounts and most importantly efficient services. Indian customers are expecting a higher level of services from online shopping platforms. The mindset of various age groups in terms of service provided by the online service provider is changed. This study aims to understand that, how different group of consumers prefers different service quality. The entire study was conducted with an opinion of 385 responses from online shoppers. The inferential statistical tools were deployed to understand variations amongst the different age group. Outcomes indicate that the age group 18-25 are more demanding in terms of service and technical quality from online shopping platform.

Keywords: service quality; online shopping platform; online shoppers; variations.

DOI: 10.1504/IJICBM.2024.143898

International Journal of Indian Culture and Business Management, 2024 Vol.33 No.4, pp.500 - 515

Received: 08 Feb 2023
Accepted: 12 Jun 2023
Published online: 13 Jan 2025 *

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