Tuning an Online Shop: Consumer Reactions to E-tailers' Service Quality

Bernhard Weiss; Franz Hackl; Rudolf Winter-Ebmer

Tuning an Online Shop: Consumer Reactions to E-tailers' Service Quality

Bernhard Weiss
, Franz Hackl
, Rudolf Winter-Ebmer

Institut für Volkswirtschaftslehre

Publikation: Andere Beiträge › Sonstiger Beitrag

Abstract

This paper investigates the impact of service quality in e-tailing on site visits and consumer demand (approximated by the last-click-through concept). We use a large representative data set obtained from a price-comparison site which covers most of the national (Austrian) market on e-tailing. Customers' valuations for a broad range of 15 different service characteristics are condensed by factor analysis. Negative binomial regressions analysis is used to measure the impact of principal factors for service quality on referral requests to online shops and last-click-throughs for different product categories.

Originalsprache	Englisch
Seitenumfang	28
Publikationsstatus	Veröffentlicht - Juni 2009

UN SDGs

Dieser Output leistet einen Beitrag zu folgendem(n) Ziel(en) für nachhaltige Entwicklung

SDG 2 – Kein Hunger
SDG 8 – Anständige Arbeitsbedingungen und wirtschaftliches Wachstum

Wissenschaftszweige

405002 Agrarökonomie
502 Wirtschaftswissenschaften
502001 Arbeitsmarktpolitik
502002 Arbeitsmarkttheorie
502003 Außenhandel
502009 Finanzwirtschaft
502010 Finanzwissenschaft
502012 Industriebetriebslehre
502013 Industrieökonomik
502018 Makroökonomie
502020 Marktforschung
502021 Mikroökonomie
502025 Ökonometrie
502027 Politische Ökonomie
502039 Strukturpolitik
502042 Umweltökonomie
502046 Volkswirtschaftspolitik
502047 Volkswirtschaftstheorie
504014 Gender Studies
506004 Europäische Integration
507016 Regionalökonomie
303010 Gesundheitsökonomie

JKU-Schwerpunkte

Soziale Systeme, Märkte und Wohlfahrtsstaat
SOWI Allgemein

Andere Dateien und Links

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Dieses zitieren

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AU - Hackl, Franz

AU - Winter-Ebmer, Rudolf

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N2 - This paper investigates the impact of service quality in e-tailing on site visits and consumer demand (approximated by the last-click-through concept). We use a large representative data set obtained from a price-comparison site which covers most of the national (Austrian) market on e-tailing. Customers' valuations for a broad range of 15 different service characteristics are condensed by factor analysis. Negative binomial regressions analysis is used to measure the impact of principal factors for service quality on referral requests to online shops and last-click-throughs for different product categories.

AB - This paper investigates the impact of service quality in e-tailing on site visits and consumer demand (approximated by the last-click-through concept). We use a large representative data set obtained from a price-comparison site which covers most of the national (Austrian) market on e-tailing. Customers' valuations for a broad range of 15 different service characteristics are condensed by factor analysis. Negative binomial regressions analysis is used to measure the impact of principal factors for service quality on referral requests to online shops and last-click-throughs for different product categories.

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