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Cluster Computing
Published in: Cluster Computing 6/2019

26-03-2018

Online customer service quality of online shopping: evidence from Dangdang.com

Authors: Zhengwei Huang, Yin Luo, Dong Wang

Published in: Cluster Computing | Special Issue 6/2019

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Abstract

Through the survey and six hypothesis, we conduct an empirical study to analyze how the six dimensions (including accessibility, reliability, ease-of-use/usefulness, interactivity, responsibility/efficiency, safety/privacy) influence the perceived online customer service quality. The questionnaire is divided into four parts: basic personal information, introduction of background knowledge, perceived online customer service quality, factors which influence perceived online customer service quality. Our methodology combines factor analysis and regression analysis to a novel dada set which comes from a real buyer of Dangdang.com. We find that the above six factors have significant positive influence to the perceived online customer service quality. We also find that the perceived online customer service quality will benefit from real-time online customer service.
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Metadata
Title
Online customer service quality of online shopping: evidence from Dangdang.com
Authors
Zhengwei Huang
Yin Luo
Dong Wang
Publication date
26-03-2018
Publisher
Springer US
Published in
Cluster Computing / Issue Special Issue 6/2019
Print ISSN: 1386-7857
Electronic ISSN: 1573-7543
DOI
https://doi.org/10.1007/s10586-018-2565-5

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