Dimensions of service quality in Peruvian e-commerce and its relationship with customer satisfaction

Sánchez S.A.; Ruiz A.B.; Herrera D.D. · International Journal of Electronic Customer Relationship Management (2024) · DOI: 10.1504/ijecrm.2024.142426

Resumen

This research document examines the effects of e-commerce service quality dimensions on customer satisfaction in department stores in Peru. The study utilises data from adults who made online purchases in two large department stores in the country during the period of August to October 2020, gathered through surveys. By employing an E-S-QUAL and E-RecS-QUAL model, it was discovered that the dimensions of efficiency, compliance, contact, and responsiveness significantly impact consumer satisfaction. This suggests potential areas for enhancing business performance and fostering growth within the expanding realm of e-commerce worldwide. Copyright

Instituciones: Pontificia Universidad Católica del Perú