A Study of Service Quality Dimensions and Customer Satisfaction of E Tailers in India

Abstract

In this era of digital advertising and business, offline markets are gradually newlinelosing its fame. Therefore, the digital platform has become a new stage for all newlinethe retailers and the companies to bring their products and sell them online. newlineThe ideology of retailing on the online platform (E-tailing) within India has newlinenow become a triggered movement for the marketers to sell, promote and newlinemake more profit from the digital platform. The new entrants are taking this newlineas a new opportunity to build and invest so that they can earn their desired newlinerevenue out of it. This study deals with the service quality dimensions of e newlinetailers and illustrate the key dimensions which have an influence on the newlinecustomer satisfaction particularly in India with reference to Delhi/NCR newlineregion. newlineThe dimensions pertaining to e-service quality were generated by following newlinean inductive approach and by using online focus groups of users. The findings newlinewere five constructs which were subsequently validated through an newlineexploratory factor analysis. newlineThe study adopts the modified SERVQUAL model with constructs newlineinformation quality, website design, ease of transaction, customer service and newlinesecurity and privacy in relation to customer satisfaction with regard to Indian newlinecontext particularly in Delhi/NCR region. newlineKeywords: E-SQ, E-Tailers, Customer Satisfaction newline