Service Quality of E-Commerce for Global Consumers

Service Quality of E-Commerce for Global Consumers

Mahmud Akhter Shareef (Carleton University, Canada), Yogesh K. Dwivedi (Swansea University, UK), Michael D. Williams (Swansea University, UK) and Nitish Singh (Boeing Institute of International Business at St. Louis University, USA)
DOI: 10.4018/978-1-60566-412-5.ch003
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Abstract

Customers’ perception and expectation of service quality dimensions for any field, whereas it is traditional commerce or EC, has a close relation with adoption of that system, and is significantly depend on cultural diversity of the customers. Service quality of a business, in the present competitive market, plays a very sensitive role in positive perception of that business and thus acceptance, use, and adoption. Since EC is inherently global, global consumers’ perception of service quality, grounded on cultural and social diversity, is a potential criterion to be addressed and analyzed. This chapter of the book is designed to conceptualize some general idea about expectation and performance of different service quality attributes for B2C EC as revealed by different researchers.
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3.2. Electronic-Commerce Service Quality

Practitioners and academics experience growing interest in the service sector’s operations and in service quality in particular. The service sector has become an important part of core business strategy. The service management literature of the 1990s (both marketing and operations) supports a view that excellent service and prescriptions for improving service quality is an important way to enhance customer satisfaction and loyalty leading to increased competitiveness and profitability, both in manufacturing and in service industries. Service is an act or combination of acts to assist others. It can be measured by performance. It is intangible and may or may not be associated with product transactions (Kotler, 1973). Therefore, service is characterized by the fact that it is intangible, simultaneous, and heterogeneous. Generally, service marketing defines service in three dimensions: Core service, Facilitating service, and Supporting or Supplementary service. The core service is the main reason for the company to be on the market. Facilitating service is mandatory for presenting the service accessible. Supporting or supplementary service is value adding component that is used to distinguish the service from the competitors’ offerings (Gronroos, 1990). Business service is under different labels like, business-to business service, professional service, and industrial service in the literature. It is a process for providing significant value-added benefits to the supply chain in a cost-effective way. At present, service like, pre-sale service, on-sale service, after-sale service, and delivery service, starts to play a crucial role in business and are considered a success factor for better performance (Davis et al., 1992).

Complete Chapter List

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Dedication
Mahmud Akhter Shareef, Yogesh K. Dwivedi, Michael D. Williams
Table of Contents
Foreword
Mohini Singh
Acknowledgment
Chapter 1
Mahmud Akhter Shareef, Yogesh K. Dwivedi, Michael D. Williams, Nitish Singh
The growth, integration, and sophistication of ICT are changing our society and economy. The emergence of the Internet as a general communication... Sample PDF
Introduction to E-Commerce
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Chapter 2
Mahmud Akhter Shareef, Yogesh K. Dwivedi, Michael D. Williams, Nitish Singh
Electricity, telecommunication, integrated circuits, networking, and the Internet fostered a revolution by delivering distinctive services. The... Sample PDF
E-Commerce Background
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Chapter 3
Mahmud Akhter Shareef, Yogesh K. Dwivedi, Michael D. Williams, Nitish Singh
Customers’ perception and expectation of service quality dimensions for any field, whereas it is traditional commerce or EC, has a close relation... Sample PDF
Service Quality of E-Commerce for Global Consumers
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Chapter 4
Mahmud Akhter Shareef, Yogesh K. Dwivedi, Michael D. Williams, Nitish Singh
Since Internet is the primary driving force of E-Commerce (EC), it has global phenomena. Consequently, Internet market is diffusing from the west to... Sample PDF
Global Quality Management Practice for E-Commerce
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Chapter 5
Mahmud Akhter Shareef, Yogesh K. Dwivedi, Michael D. Williams, Nitish Singh
As we have already mentioned in the Preface of this book, mentioning EC in this chapter will signify and mean B2C EC unless it is mentioned... Sample PDF
E-Commerce Diffusion: Critical Factors Affecting Diffusion of E-Commerce
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Chapter 6
Mahmud Akhter Shareef, Yogesh K. Dwivedi, Michael D. Williams, Nitish Singh
Based on the theoretical framework revealed in Chapter V, this chapter is intended to investigate the country-specific roles of governments, private... Sample PDF
Diffusion of E-Commerce in Developed and Developing Countries: Comparative Studies
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Chapter 7
Mahmud Akhter Shareef, Yogesh K. Dwivedi, Michael D. Williams, Nitish Singh
This chapter is aimed to provide a fundamental conceptual framework for adoption of EC by the consumers of developing countries. Through extensive... Sample PDF
E-Commerce Adoption in Developing Countries
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Chapter 8
Mahmud Akhter Shareef, Yogesh K. Dwivedi, Michael D. Williams, Nitish Singh
This chapter examines the influence of some relevant factors on the acceptance of internet and E-Business technologies in Maritime Canada’s SMEs... Sample PDF
Influencing Factors and the Acceptance of Internet and E-Business Technologies in Maritime Canada's SMEs: An Analysis
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Chapter 9
Mahmud Akhter Shareef, Yogesh K. Dwivedi, Michael D. Williams, Nitish Singh
Information and communication technology (ICT) is the prime driving force of Internet economy. Therefore, before implementing E-Commerce (EC) and... Sample PDF
Effect of Proliferation and Resistance of Internet Economy: Understanding Impact of Information and Communication Technology in Developing Countries
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Chapter 10
Mahmud Akhter Shareef, Yogesh K. Dwivedi, Michael D. Williams, Nitish Singh
This current conceptual study reviews the literature of globalization and EC, and reveals three independent variables that help to determine... Sample PDF
Globalization and Relevant Strategy for E-Commerce
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Chapter 11
Mahmud Akhter Shareef, Yogesh K. Dwivedi, Michael D. Williams, Nitish Singh
As global e-commerce is expanding and the global online marketplace is becoming more lucrative for marketers, there is a surge in proliferation of... Sample PDF
Culturally Customizing International Web Sites
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Chapter 12
Mahmud Akhter Shareef, Yogesh K. Dwivedi, Michael D. Williams, Nitish Singh
For the last two decades, companies have been increasingly operating in many foreign markets. Serving local consumers effectively and thus achieving... Sample PDF
A Cultural Perspective on Web Site Localization
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Chapter 13
Mahmud Akhter Shareef, Yogesh K. Dwivedi, Michael D. Williams, Nitish Singh
The explosive proliferation of Internet users has led to dramatic shifts in the methodology of conducting business and the business paradigms.... Sample PDF
Conclusion, Implications, and Future Trends
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About the Authors