GDL

Despite several studies having measured service quality, little research has been conducted in the context of Internet retailing. Accordingly, this research aims to investigate the customersÂ’ perceptions of Internet Retail Service Quality (IRSQ) amongst one particular market segment, namely university students. The concepts, studies and research findings have developed in this research in order to identify an appropriate Internet Retail Service Quality dimensions from the existing theory. From this literature review, research questions are formulated. To answer the research questions, data were collected through distributing questionnaires to 203 students. Descriptive analysis and t-Test of Differences was used to identify customersÂ’ perceptions of Internet retail service quality The findings indicate that most of the respondents agreed that the service quality provided by the Internet retailer was fairly good. However, the t-test for equality of means indicates that there is no significant difference between male and female students in perceptions of IRSQ.






Detailed contributions of this research in improving the existing knowledge and providing guidance for developing service quality in Internet retailing industry are provided as recommendations.

Beri Komentar ?#(0) | Bookmark