Tuning an Online Shop: Consumer Reactions to E-tailers' Service Quality

Arbeitspapier

This paper investigates the impact of service quality in e-tailing on site visits and consumer demand (approximated by the last-click- through concept). We use a large representative data set obtained from a price-comparison site which covers most of the national (Austrian) market on e-tailing. Customers' valuations for a broad range of 15 dif- ferent service characteristics are condensed by factor analysis. Negative binomial regressions analysis is used to measure the impact of princi- pal factors for service quality on referral requests to online shops and last-click-throughs for different product categories.

Object Details

• Language: Englisch

References and Relationships

• Bibliographic citation: Series: Working Paper ; No. 0905

Classification and Topics

• Classification: Wirtschaft ; Marketing ; Retail and Wholesale Trade; e-Commerce ; Firm Performance: Size, Diversification, and Scope
• Subject: e-commerce ; price comparison ; horizontal service differentiation ; Online-Handel ; Internetportal ; Preis ; Dienstleistungsqualität ; E-Business ; Österreich

Contributors, Places and Time

• Event: Geistige Schöpfung
• (who): Hackl, Franz ; Weiss, Bernhard ; Winter-Ebmer, Rudolf
• Event: Veröffentlichung
• (who): Johannes Kepler University of Linz, Department of Economics
• (where): Linz
• (when): 2009

Further information

• Handle: http://hdl.handle.net/10419/73576
• Last update: 10.03.2025, 11:43 AM CET