Service Quality of Online Shopping Portals
Rajbinder Singh and
- Assistant Professor, School of Commerce and Management, Khalsa College, Patiala
- Professor, School of Commerce and Management, Khalsa College, Patiala
The evolution of technology had left a strong
impact on virtually every business and personal
aspect of our lives. From privacy to responsibility
issues, the impact of technology on business is
only limited to imagination. Online shopping is
the process whereby consumers directly buy goods
or services from a seller in real-time, without
an intermediary service, over the Internet. It
is a form of electronic commerce. The sale or
purchase transaction is completed electronically
and interactively on real-time biases. A very
good example of companies dealing in such
type of business is Amazon.com for buying new
books. The paper discusses various factors on the
basis of literature review which are affecting the
service quality of online shopping portals. The
first important parameter studied was Services
and schemes provided by the online shopping
portals. Another important factor influencing
the Service Quality of Online Shopping Portals
is the buying motives of the online buyers. The
next part of the paper discusses the satisfaction
level of online buyers towards quality of services.
Last but an important parameter discussed in
the paper is services expected and services received
from online shopping portals.
Service Quality, Online Shopping
Portals, B2B, Electronic Commerce.
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