Abstract
E-commerce has become an integral part of the world’s economy. In this study we investigate the impact of service quality in e-tailing on site visits and consumer demand. Such an analysis is important given the almost Bertrand-like competitive structure. Our analysis is based on a large representative data set obtained from a price comparison site covering essentially the complete Austrian e-tailing market. Customer evaluations for a broad range of 15 different service characteristics are condensed using factor analysis. Negative binomial regression analysis is used to measure the impact of service quality dimensions on referral requests to online shops for different product categories. Our results show that the most important service quality aspects are those related to the ordering process and the firm’s website performance.
| Original language | English |
|---|---|
| Pages (from-to) | 699-731 |
| Number of pages | 33 |
| Journal | Empirica |
| Issue number | 4 |
| DOIs | |
| Publication status | Published - 2019 |
Fields of science
- 303010 Health economics
- 502 Economics
- 502002 Labour economics
- 502009 Corporate finance
- 502021 Microeconomics
- 502042 Environmental economics
- 502047 Economic theory
- 504014 Gender studies
- 507016 Regional economy
- 405002 Agricultural economics
- 502001 Labour market policy
- 502003 Foreign trade
- 502010 Public finance
- 502012 Industrial management
- 502013 Industrial economics
- 502018 Macroeconomics
- 502020 Market research
- 502025 Econometrics
- 502027 Political economy
- 502039 Structural policy
- 502046 Economic policy
- 506004 European integration
JKU Focus areas
- Sustainable Development: Responsible Technologies and Management