E-service quality and e-retailers: Attribute-based multi-dimensional scaling

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F21%3A00120768" target="_blank" >RIV/00216224:14560/21:00120768 - isvavai.cz</a>

Result on the web

<a href="https://www.sciencedirect.com/science/article/pii/S0747563220303551" target="_blank" >https://www.sciencedirect.com/science/article/pii/S0747563220303551</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.1016/j.chb.2020.106608" target="_blank" >10.1016/j.chb.2020.106608</a>

Result language

angličtina

Original language name

E-service quality and e-retailers: Attribute-based multi-dimensional scaling

Original language description

Digital retail is a technology-driven business. Customers shop with the help of cutting-edge self-service technologies deployed by marketers to enhance customer experience and e- service quality (e-SQ). However, there is a lack of understanding of how customers differentiate between various digital retailers while shopping. We attempt to compare similarity and dissimilarity between top e-retailers based on customer perception grounded in seven dimensions of e-SQ using data from an important emerging market. Multi-Dimensional Scaling (MDS) technique was applied to analyze similarity judgments of the respondents to draw an aggregate perceptual map of the selected e-retailers. Subsequently, discriminant analysis was carried out and the results were used to create combined spatial maps of e- retailers and e-SQ attributes. It was found that consumers can perceive top e-retailers as similar or isolated brands. Our findings suggest that all seven e-SQ attributes can create differentiation among leading e-retailing brands. However, we recommend e-retailers to fortify their service recovery dimensions, as consumers give greater importance to them. Further, we benchmarked fulfilment and contact as critical dimensions for managing e-SQ from the top two e-retailers (Amazon India and Flipkart) and discussed how they are deploying cutting-edge technologies to beef up these dimensions.

Czech name

—

Czech description

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Type

J_imp - Article in a specialist periodical, which is included in the Web of Science database

CEP classification

—

OECD FORD branch

50204 - Business and management

Project

—

Continuities

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Publication year

2021

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Name of the periodical

Computers in Human Behavior

ISSN

0747-5632

e-ISSN

—

Volume of the periodical

115

Issue of the periodical within the volume

February

Country of publishing house

NL - THE KINGDOM OF THE NETHERLANDS

Number of pages

14

Pages from-to

106608

UT code for WoS article

000602330800006

EID of the result in the Scopus database

2-s2.0-85094210476