What internet shoppers expect, beyond the web site

Julie Francis, Lesley White

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contribution

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.
Original languageEnglish
Title of host publicationProceedings of the 2001 Australian and New Zealand Marketing Academy Conference
EditorsSylvie Chetty, Brett Collins
Place of PublicationAustralia
PublisherMcGraw Hill
Pages1-6
Number of pages6
ISBN (Print)0473082063
Publication statusPublished - 2001
EventAustralian and New Zealand Marketing Academy Conference 2001: Bridging Marketing Theory and Practice - Massey University, Auckland, New Zealand
Duration: 1 Dec 20015 Dec 2001

Conference

ConferenceAustralian and New Zealand Marketing Academy Conference 2001
Abbreviated titleANZMAC 2001
CountryNew Zealand
City Auckland
Period1/12/015/12/01

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