The measurement of service quality in the electronic retail and its impact on behavioral intentions
Autor(a) principal: | |
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Data de Publicação: | 2010 |
Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Revista de Administração de Empresas |
Texto Completo: | https://bibliotecadigital.fgv.br/ojs/index.php/rae/article/view/31294 |
Resumo: | The service quality construct has been thoroughly researched in the Marketing literature in terms of antecedents, consequents, and dimensions. However, research in electronic service quality lacks accomplishments, as do some definitions and dimensionality tests. In such a context, this paper analyzes the perceived service quality in the electronic retail and correlates it with three marketing constructs. The sample contains people who already had bought services in electronic retailing; a snow-ball survey sample with 515 people was conducted. Results demonstrate that service quality is represented by fulfillment, privacy, system available and efficiency. From the four service quality dimensions, the privacy factor had major impact on loyalty, commitment and trust. The other dimensions were also positively associated. |
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The measurement of service quality in the electronic retail and its impact on behavioral intentionsMensuración de la calidad de servicio en el comercio minorista electrónico y su impacto sobre las intenciones comportamentalesMensuração da qualidade de serviço no varejo eletrônico e seu impacto sobre as intenções comportamentaisService qualityretaile-commercetrustloyaltyQualidade de serviçocomércio eletrônicovarejolealdadeconfiançaThe service quality construct has been thoroughly researched in the Marketing literature in terms of antecedents, consequents, and dimensions. However, research in electronic service quality lacks accomplishments, as do some definitions and dimensionality tests. In such a context, this paper analyzes the perceived service quality in the electronic retail and correlates it with three marketing constructs. The sample contains people who already had bought services in electronic retailing; a snow-ball survey sample with 515 people was conducted. Results demonstrate that service quality is represented by fulfillment, privacy, system available and efficiency. From the four service quality dimensions, the privacy factor had major impact on loyalty, commitment and trust. The other dimensions were also positively associated.O construto qualidade de serviços tem sido amplamente pesquisado na literatura de Marketing em termos de antecedentes, consequentes, dimensões, e mensurações. No entanto, há uma carência na realização não somente de pesquisas sobre a qualidade dos serviços em varejo eletrônico, como também sobre a definição e a dimensionalidade do construto nesse ambiente. Sob esse pretexto, o trabalho buscou compreender mais a fundo o construto qualidade percebida no varejo eletrônico. Especificamente, este artigo teve por objetivo verificar empiricamente a estrutura da e-S-Qual no varejo eletrônico. Em termos de método, a amostra continha apenas pessoas que já compraram produtos/serviços no varejo eletrônico, sendo configurada como uma survey do tipo bola de neve por conveniência, perfazendo um total de 515 pessoas.RAE - Revista de Administracao de Empresas RAE - Revista de Administração de EmpresasRAE-Revista de Administração de Empresas2010-04-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://bibliotecadigital.fgv.br/ojs/index.php/rae/article/view/31294RAE - Revista de Administracao de Empresas ; Vol. 50 No. 2 (2010): abril-junho; 199-214RAE - Revista de Administração de Empresas; Vol. 50 Núm. 2 (2010): abril-junho; 199-214RAE-Revista de Administração de Empresas; v. 50 n. 2 (2010): abril-junho; 199-2142178-938X0034-7590reponame:Revista de Administração de Empresasinstname:Fundação Getulio Vargas (FGV)instacron:FGVporhttps://bibliotecadigital.fgv.br/ojs/index.php/rae/article/view/31294/30101Vieira, Valter Afonsoinfo:eu-repo/semantics/openAccess2016-08-17T18:37:20Zoai:bibliotecadigital.fgv.br:article/31294Revistahttps://rae.fgv.br/raeONGhttps://old.scielo.br/oai/scielo-oai.phprae@fgv.br||ilda.fontes@fgv.br||raeredacao@fgv.br2178-938X0034-7590opendoar:2016-08-17T18:37:20Revista de Administração de Empresas - Fundação Getulio Vargas (FGV)false |
dc.title.none.fl_str_mv |
The measurement of service quality in the electronic retail and its impact on behavioral intentions Mensuración de la calidad de servicio en el comercio minorista electrónico y su impacto sobre las intenciones comportamentales Mensuração da qualidade de serviço no varejo eletrônico e seu impacto sobre as intenções comportamentais |
title |
The measurement of service quality in the electronic retail and its impact on behavioral intentions |
spellingShingle |
The measurement of service quality in the electronic retail and its impact on behavioral intentions Vieira, Valter Afonso Service quality retail e-commerce trust loyalty Qualidade de serviço comércio eletrônico varejo lealdade confiança |
title_short |
The measurement of service quality in the electronic retail and its impact on behavioral intentions |
title_full |
The measurement of service quality in the electronic retail and its impact on behavioral intentions |
title_fullStr |
The measurement of service quality in the electronic retail and its impact on behavioral intentions |
title_full_unstemmed |
The measurement of service quality in the electronic retail and its impact on behavioral intentions |
title_sort |
The measurement of service quality in the electronic retail and its impact on behavioral intentions |
author |
Vieira, Valter Afonso |
author_facet |
Vieira, Valter Afonso |
author_role |
author |
dc.contributor.author.fl_str_mv |
Vieira, Valter Afonso |
dc.subject.por.fl_str_mv |
Service quality retail e-commerce trust loyalty Qualidade de serviço comércio eletrônico varejo lealdade confiança |
topic |
Service quality retail e-commerce trust loyalty Qualidade de serviço comércio eletrônico varejo lealdade confiança |
description |
The service quality construct has been thoroughly researched in the Marketing literature in terms of antecedents, consequents, and dimensions. However, research in electronic service quality lacks accomplishments, as do some definitions and dimensionality tests. In such a context, this paper analyzes the perceived service quality in the electronic retail and correlates it with three marketing constructs. The sample contains people who already had bought services in electronic retailing; a snow-ball survey sample with 515 people was conducted. Results demonstrate that service quality is represented by fulfillment, privacy, system available and efficiency. From the four service quality dimensions, the privacy factor had major impact on loyalty, commitment and trust. The other dimensions were also positively associated. |
publishDate |
2010 |
dc.date.none.fl_str_mv |
2010-04-01 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://bibliotecadigital.fgv.br/ojs/index.php/rae/article/view/31294 |
url |
https://bibliotecadigital.fgv.br/ojs/index.php/rae/article/view/31294 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://bibliotecadigital.fgv.br/ojs/index.php/rae/article/view/31294/30101 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
RAE - Revista de Administracao de Empresas RAE - Revista de Administração de Empresas RAE-Revista de Administração de Empresas |
publisher.none.fl_str_mv |
RAE - Revista de Administracao de Empresas RAE - Revista de Administração de Empresas RAE-Revista de Administração de Empresas |
dc.source.none.fl_str_mv |
RAE - Revista de Administracao de Empresas ; Vol. 50 No. 2 (2010): abril-junho; 199-214 RAE - Revista de Administração de Empresas; Vol. 50 Núm. 2 (2010): abril-junho; 199-214 RAE-Revista de Administração de Empresas; v. 50 n. 2 (2010): abril-junho; 199-214 2178-938X 0034-7590 reponame:Revista de Administração de Empresas instname:Fundação Getulio Vargas (FGV) instacron:FGV |
instname_str |
Fundação Getulio Vargas (FGV) |
instacron_str |
FGV |
institution |
FGV |
reponame_str |
Revista de Administração de Empresas |
collection |
Revista de Administração de Empresas |
repository.name.fl_str_mv |
Revista de Administração de Empresas - Fundação Getulio Vargas (FGV) |
repository.mail.fl_str_mv |
rae@fgv.br||ilda.fontes@fgv.br||raeredacao@fgv.br |
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1766160819239780352 |