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Volume 5, Issue 1

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Volume 5, Issue 1

Service Quality of Online Shopping Portals


Rajbinder Singh and Jasleen Kaur

  1. Assistant Professor, School of Commerce and Management, Khalsa College, Patiala
  2. 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 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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