Title: A methodology to measure the service quality of online shopping of electronic goods in India

Authors: S. Satapathy; S.K. Patel; A. Biswas; P.D. Mishra

Addresses: Department of Mechanical Engineering, Gandhi Institute of Engineering and Technology, Gunpur, Raygada 765 022, Orissa, India ' Department of Mechanical Engineering, National Institute of Technology, Rourkela 769 008, Orissa, India ' Department of Mechanical Engineering, Gandhi Institute of Engineering and Technology, Gunpur, Raygada 765 022, Orissa, India ' Southern Electricity Supply Company of Orissa Limited, Institute of Cost and Works Accountant of India, Central Electricity Supply Utility of Orissa, Second Floor, IDCO Towers, Bhubaneswar, Orissa 751 022, India

Abstract: Online shopping is defined as the process of buying and selling of products and services over the internet. Phenomenal growth has been observed in electronic retailing (e-retailing) in the last decade. However, at least twothirds of all e-stores were unable to produce profitability (Huang, 2003). As consumers increasingly use the internet to shop or search for product-related information, website effectiveness has become critical for companies offering online transactions or information that could lead to a purchase. In this study, online service quality was measured directly by consumers and corresponds to the website users' perception of its quality. It represents an important initiative to provide input to service provider as online shopping is still in the infancy stage in emerging market of India and measure customer satisfaction.

Keywords: online shopping; service quality; customer satisfaction; electronic goods; India; internet shopping; user perceptions; emerging markets; website effectiveness.

DOI: 10.1504/IJICBM.2013.052002

International Journal of Indian Culture and Business Management, 2013 Vol.6 No.2, pp.227 - 247

Published online: 30 Nov 2013 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article