Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Prioritization of service quality factors in e-purchasing: a cross cultural study
Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Innovation and Design.ORCID iD: 0000-0003-3255-414X
2012 (English)In: Advances in Management, ISSN 0974-2611, E-ISSN 2278-4551, Vol. 5, no 6, p. 44-48Article in journal (Refereed) Published
Abstract [en]

Consumer behaviour has changed dramatically in the past decade. Today, consumers can order online many customised products ranging from trainers to cars. In an increasingly interdependent world where barriers to trade and to international exchanges constantly diminish, cultural differences remain the single most enduring feature that has to be taken into account for localizing marketing strategies. One of the key challenges of online businesses is the management of service quality, which holds a significant importance to customer satisfaction. This paper is purposed to unveil customers’ perceptions on service quality priority and different cultures’ expectations in online shopping. The proposed study has been tested on data from 413 customers divided in two groups from Europe (n=215) and Middle East (n=198). The study is based on the SERVQUAL instrument that identifies five quality dimensions. The findings indicate that developing countries customers need more security and clarity in transactions but also better internet infrastructure. Based on the study results, recommendations for managers and future research are also provided

Place, publisher, year, edition, pages
2012. Vol. 5, no 6, p. 44-48
National Category
Other Engineering and Technologies not elsewhere specified
Research subject
Entrepreneurship and Innovation
Identifiers
URN: urn:nbn:se:ltu:diva-5070Local ID: 315e801f-9c45-4bc8-a075-6a70051b1245OAI: oai:DiVA.org:ltu-5070DiVA, id: diva2:977944
Projects
Fastelaboratoriet - VINNEXC
Note
Validerad; 2012; 20120701 (vinpar)Available from: 2016-09-29 Created: 2016-09-29 Last updated: 2017-11-24Bibliographically approved

Open Access in DiVA

No full text in DiVA

Authority records BETA

Oghazi, PejvakMostaghel, RanaParida, Vinit

Search in DiVA

By author/editor
Oghazi, PejvakMostaghel, RanaParida, Vinit
By organisation
Innovation and Design
In the same journal
Advances in Management
Other Engineering and Technologies not elsewhere specified

Search outside of DiVA

GoogleGoogle Scholar

urn-nbn

Altmetric score

urn-nbn
Total: 37 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf