Customers' perceptions of online retailing service quality and their satisfaction

Research output: Journal Publications and ReviewsRGC 21 - Publication in refereed journalpeer-review

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Original languageEnglish
Pages (from-to)817-840
Journal / PublicationInternational Journal of Quality and Reliability Management
Issue number8
Publication statusPublished - 2004


Online service quality is one of the key determinants of the success of online retailers. This exploratory study revealed some important findings about online service quality. First, the study identified six key online retailing service quality dimensions as perceived by online customers: reliable/prompt responses, access, ease of use, attentiveness, security, and credibility. Second, of the six, three dimensions, notably reliable/prompt responses, attentiveness, and ease of use, had significant impacts on both customers' perceived overall service quality and their satisfaction. Third, the access dimension had a significant effect on overall service quality, but not on satisfaction. Finally, this study discovered a significantly positive relationship between overall service quality and satisfaction. Important managerial implications and recommendations are also presented. © Emerald Group Publishing Limited.

Research Area(s)

  • Customer satisfaction, Customer services quality, Electronic commerce, Internet, Retailing, Shopping