White Papers
comQ: Dimensionalizing, Measuring and Predicting Quality of the E-tail Experience
Overview Quality is related to customer satisfaction, retention and loyalty in both product and services settings. Thus, quality is expected to be a determinant of online retailer success as well. Based on online and offline focus groups, a sorting task, and an online survey of a customer panel, the authors establish the dimensions of the e-tail experience, develop a reliable and valid scale for the measurement of online quality. The analysis suggests that four factors - website design, reliability, privacy/security and customer service - are strongly predictive of customer judgments of quality and satisfaction, customer loyalty and attitudes toward the website (AST).
| Publisher | University of California | File Format | |
|---|---|---|---|
| Date Published | February 2002 | Downloads | 1 |
| Format | White Papers | ||
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