Service Quality Check: Online Shopping

Sarmah, Upakul; Sarma, Mrinmoy K.
October 2011
SCMS Journal of Indian Management;Oct2011, Vol. 8 Issue 4, p5
Academic Journal
Service Quality in an electronic con text has lured large scale research attention, during the last two decades. The World has witnessed a sea change in Online Shopping during this period. The criticality of Electronic Service Quality (e-SQ) has been well established in the realms of modern retailing. However, the consumer aspects in terms of service quality have seldom been dealt with. With the added importance of online sales and the growing number of shoppers patronizing online stores, it is imperative for marketers to develop a better understanding of the e-shoppers.


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