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Measuring the Service Quality of E-Commerce and Competitive Strategies

Measuring the Service Quality of E-Commerce and Competitive Strategies

Shu-Fong Chang, Jen-Chi Chang, Kuo-Hua Lin, Bin Yu, Yu-Cheng Lee, Sang-Bing (Jason) Tsai, Jie Zhou, Chao Wu, Zi-Chun Yan
Copyright: © 2016 |Pages: 20
ISBN13: 9781466694668|ISBN10: 1466694661|EISBN13: 9781466694675
DOI: 10.4018/978-1-4666-9466-8.ch019
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MLA

Chang, Shu-Fong, et al. "Measuring the Service Quality of E-Commerce and Competitive Strategies." Web-Based Services: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, IGI Global, 2016, pp. 431-450. https://doi.org/10.4018/978-1-4666-9466-8.ch019

APA

Chang, S., Chang, J., Lin, K., Yu, B., Lee, Y., Tsai, S., Zhou, J., Wu, C., & Yan, Z. (2016). Measuring the Service Quality of E-Commerce and Competitive Strategies. In I. Management Association (Ed.), Web-Based Services: Concepts, Methodologies, Tools, and Applications (pp. 431-450). IGI Global. https://doi.org/10.4018/978-1-4666-9466-8.ch019

Chicago

Chang, Shu-Fong, et al. "Measuring the Service Quality of E-Commerce and Competitive Strategies." In Web-Based Services: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, 431-450. Hershey, PA: IGI Global, 2016. https://doi.org/10.4018/978-1-4666-9466-8.ch019

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Abstract

The global online shopping market has exhibited consistent growth, exceeding an annual average growth rate of 10% from 2006 to 2010; however, the online shopping market in Taiwan demonstrated an astounding growth rate, surpassing 35% during the same period. In the current competitive and rapidly expanding market environment, shopping website providers must establish effective methods for measuring and improving service quality to increase customer satisfaction levels. In this study, four service quality dimensions of the e-core service quality scale (E-S-QUAL; efficiency, system availability, fulfillment, and privacy) were used to measure the service quality of shopping websites. Subsequently, the simultaneous importance-performance analysis (SIPA) method and analytical Kano model were integrated to analyze the market competition strategies adopted among members of the shopping website industry. Finally, suggestions are provided regarding potential management methods for the case companies.

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