Measurement of Online Shopping Service Quality: From the Perspective of E-Commerce Law

DOI

10.2991/icecsd-17.2017.55How to use a DOI?

Keywords

Online Shopping, Importance-Performance Analysis Model, Service Quality, Competitive Strategy, E-Commerce Law

Abstract

E-Commerce is a general term for commercial transaction or other types of business on the virtual network using the Internet as medium. The key factors for the success of online stores are not only the presentation on the WEB page or the low price strategy, but also the good quality of online service. The Importance-Performance Analysis (IPA) is an approach that is often used to measure performance and analyze competitive strategies. This study uses the IPA approach to analyze the service quality of online shopping provided by the case company, introduces nine indicators to measure the service quality of online shopping and puts forward suggestions for the competitive strategy as the basis for the improvement of competitive strategy of the case company.

Copyright

© 2017, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Cheng-Kuang Wang
AU  - Bi-Ru Lee
AU  - Run-Liang Feng
PY  - 2017/01
DA  - 2017/01
TI  - Measurement of Online Shopping Service Quality: From the Perspective of E-Commerce Law
BT  - Proceedings of the 2017 International Conference on Education, Culture and Social Development (ICECSD 2017)
PB  - Atlantis Press
SP  - 248
EP  - 253
SN  - 2352-5398
UR  - https://doi.org/10.2991/icecsd-17.2017.55
DO  - 10.2991/icecsd-17.2017.55
ID  - Wang2017/01
ER  -