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Measuring the Service Quality of E-Commerce and Competitive Strategies

Author

Listed:
  • Shu-Fong Chang

    (Business School, Nankai University, Tianjin, China)

  • Jen-Chi Chang

    (Business School, Nankai University, Tianjin, China)

  • Kuo-Hua Lin

    (Business School, Nankai University, Tianjin, China)

  • Bin Yu

    (Business School, Nankai University, Tianjin, China)

  • Yu-Cheng Lee

    (Department of Technology Management, Chung-Hua University, Hsinchu, Taiwan)

  • Sang-Bing (Jason) Tsai

    (Management School, University of Electronic Science and Technology of China, Chengdu, China)

  • Jie Zhou

    (TEDA College, Nankai University, Tianjin, China)

  • Chao Wu

    (Business School, Nankai University, Tianjin, China)

  • Zi-Chun Yan

    (Business School, Nankai University, Tianjin, China)

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.

Suggested Citation

  • 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, 2014. "Measuring the Service Quality of E-Commerce and Competitive Strategies," International Journal of Web Services Research (IJWSR), IGI Global, vol. 11(3), pages 96-115, July.
    • Handle: RePEc:igg:jwsr00:v:11:y:2014:i:3:p:96-115
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    Cited by:

    1. Concetta Manuela La Fata & Toni Lupo & Tommaso Piazza, 2019. "Service quality benchmarking via a novel approach based on fuzzy ELECTRE III and IPA: an empirical case involving the Italian public healthcare context," Health Care Management Science, Springer, vol. 22(1), pages 106-120, March.
    2. Kai-Cheng Liao & Ming-Yue Yue & Si-Wei Sun & Hong-Bo Xue & Wei Liu & Sang-Bing Tsai & Jiang-Tao Wang, 2018. "An Evaluation of Coupling Coordination between Tourism and Finance," Sustainability, MDPI, vol. 10(7), pages 1-23, July.
    3. Jackson Jinhong Mi & Zongsheng Huang & Kai Wang & Sang-Bing Tsai & Guodong Li & Jiangtao Wang, 2018. "The Presence of a Powerful Retailer on Dynamic Collecting Closed-Loop Supply Chain From a Sustainable Innovation Perspective," Sustainability, MDPI, vol. 10(7), pages 1-17, June.
    4. Kai Wang & Haomin Zhang & Sang-Bing Tsai & Jin Jiang & Yun Sun & Jiangtao Wang, 2018. "An Empirical Study on Effective Tax Rate and CEO Promotion: Evidence from Local SOEs in China," Sustainability, MDPI, vol. 10(6), pages 1-16, June.
    5. Ming-Tsang Lu & Hsi-Peng Lu & Chiao-Shan Chen, 2022. "Exploring the Key Priority Development Projects of Smart Transportation for Sustainability: Using Kano Model," Sustainability, MDPI, vol. 14(15), pages 1-19, July.

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