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| Author: | Gounaris, S. Dimitriadis, S. Stathakopoulos, V. |
| Title: | Antecedents of perceived quality in the context of Internet retail stores |
| Journal: | Journal of Marketing Management
2005 : NOV, VOL. 21:9 - 10, p. 669 700 |
| Index terms: | Internet marketing RETAILING purchasing quality |
| Freeterms: | services electronic shopping |
| Language: | eng |
| Abstract: | The article examines certain antecedents of perceived service quality in the Internet context and investigates the reasons for shopping online. The antecedents are all presented in the article. The results show that perceived e-service quality includes four different dimensions, which are: information, user friendliness, interaction/adaptation and aesthetics. Further, the study indicates that various antecedents affect these dimensions of perceived quality. For example customer trust affects all four dimensions whereas Internet familiarity influences only on user friendliness. This occasion stayed similar when the store type was tested as a moderator variable. Both limitations of the study and suggestions for future research as well as implications for practice are presented in the article. |
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