Abstract
The current paper examines the factors that contribute to consumer evaluations of quality in Internet retailing. Exploratory interviews provided the foundation for developing an online questionnaire that was administered to a national sample of 302 Australian Internet shoppers. Factor analysis statistically extracted six determinants of quality that could be categorized into three groups. The first
category was labeled Self-Service Properties and includes the quality determinants of Web Store Functionality and Product Attribute Description. The second category, Ownership Properties, includes the determinants of Ownership Conditions and Delivered Products. The third category, Relationship Properties, includes the determinants of Customer Service and Security. The determinants and determinant categories are illustrated in the Perceived Internet Retailing Quality (PIRQ) Model. The results contribute to Internet retailing theory and practice by providing a foundation for further research and presenting a model that may be used to guide the management of quality in Internet retailing. The model was developed on the basis of an initial examination of Australian Internet shoppers and as such requires testing in Australian and alternative cultural
environments.
category was labeled Self-Service Properties and includes the quality determinants of Web Store Functionality and Product Attribute Description. The second category, Ownership Properties, includes the determinants of Ownership Conditions and Delivered Products. The third category, Relationship Properties, includes the determinants of Customer Service and Security. The determinants and determinant categories are illustrated in the Perceived Internet Retailing Quality (PIRQ) Model. The results contribute to Internet retailing theory and practice by providing a foundation for further research and presenting a model that may be used to guide the management of quality in Internet retailing. The model was developed on the basis of an initial examination of Australian Internet shoppers and as such requires testing in Australian and alternative cultural
environments.
| Original language | English |
|---|---|
| Title of host publication | Proceedings of the 2001 Australian and New Zealand Marketing Academy Conference |
| Editors | Sylvie Chetty, Brett Collins |
| Place of Publication | Australia |
| Publisher | McGraw Hill |
| Pages | 1-6 |
| Number of pages | 6 |
| ISBN (Print) | 0473082063 |
| Publication status | Published - 2001 |
| Event | Australian and New Zealand Marketing Academy Conference 2001: Bridging Marketing Theory and Practice - Massey University, Auckland, New Zealand Duration: 1 Dec 2001 → 5 Dec 2001 |
Conference
| Conference | Australian and New Zealand Marketing Academy Conference 2001 |
|---|---|
| Abbreviated title | ANZMAC 2001 |
| Country/Territory | New Zealand |
| City | Auckland |
| Period | 1/12/01 → 5/12/01 |