Evaluation of eTail Services Quality: AHP Approach

Autor:	Chetan A. Jhaveri, Jitendra Nenavani
Rok vydání:	2020
Předmět:	Service quality Operations research Computer science Strategy and Management media_common.quotation_subject 05 social sciences Analytic hierarchy process E tailing Confirmatory factor analysis Comparative evaluation 0502 economics and business Analytical hierarchy 050211 marketing Quality (business) Business and International Management 050203 business & management media_common
Zdroj:	Vision: The Journal of Business Perspective. 24:310-319
ISSN:	2249-5304 0972-2629
DOI:	10.1177/0972262919898093
Popis:	The purpose of this research study is to create comparative evaluation model to compare eTail firms across several eTail service quality dimensions. This research paper employs Analytical Hierarchy Process (AHP) for analysing decision problem into several stages which include objective, criteria and the alternatives to evaluate eTail service organizations. Non-probabilistic method of sampling was used to collect the responses. This study validated the formal e-Tailing quality scale eTailQ, with an alteration which resulted into its suitability in the Indian context. After validating the scale, four variables were taken for pair-wise comparison, namely website design, fulfilment/ reliability, security/ privacy and customer services. Results of this study imparts a better understanding of consumer preferences among different eTail service quality dimensions. This research would be helpful to practitioners in eTail industry to measure the quality of their services in comparison to their competitors. Since many eTail organizations have attained scale and volumes but are struggling to reach at sustainable stage, this research may be helpful to bring those organizations at sustainability by knowing which factor should be given more focus. The analysis of best alternative with given criteria by deploying AHP technique is first-ever done on e-Tail scale in India.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::58be28bccda60d4071eae6aff563fb8c https://doi.org/10.1177/0972262919898093 Zobrazit plný text záznamu Plný text ve formátu PDF Plný text ve formátu HTML
Nepřihlášeným uživatelům se plný text nezobrazuje	K zobrazení výsledku je třeba se přihlásit.