E-service quality and e-retailers: Attribute-based multi-dimensional scaling
作者：
Highlights：
• The perceptual map revealed that consumers can perceive top e-retailers as similar or isolated brands.
• Consumers distinguish top e-retailing brands based on all the seven dimensions of e-service quality.
• Preferential maps indicated that consumers prefer e-retailers that provide better service recovery.
• Web traffic analysis divulged Amazon India and Flipkart as the top two e-retailing brands in India.
• Fulfilment and contact were benchmarked as critical dimensions for managing e-service quality from the top two brands.
摘要
•The perceptual map revealed that consumers can perceive top e-retailers as similar or isolated brands.•Consumers distinguish top e-retailing brands based on all the seven dimensions of e-service quality.•Preferential maps indicated that consumers prefer e-retailers that provide better service recovery.•Web traffic analysis divulged Amazon India and Flipkart as the top two e-retailing brands in India.•Fulfilment and contact were benchmarked as critical dimensions for managing e-service quality from the top two brands.
论文关键词：E-retailing,E-service quality,Multi-dimensional scaling,Discriminant analysis,Brand,Website traffic analysis
论文评审过程：Received 13 April 2020, Revised 4 October 2020, Accepted 17 October 2020, Available online 21 October 2020, Version of Record 28 October 2020.
论文官网地址：https://doi.org/10.1016/j.chb.2020.106608
