Service Quality Measurement and Competition Strategy Analysis of Online Shopping

Chia-Huei Wu (Institute of Service Industries and Management)

Abstract


E-Commerce refers to such business behavior as conducting trades on a virtual network through the Internet. The core elements contributing to the success of online stores include not only the web-based presentation and the low-price strategy but the quality of online service as well. Importance-Performance Analysis is a method frequently used to evaluate performance and analyze competition strategies. Using IPA, this study analyzed and investigated the service quality of the online shopping of a case company and proposed 10 indexes to measure the service quality of online shopping. a number of suggestions on competition strategies were provided for the case company to improve its competition strategies.


Keywords


Online shopping; Importance-Performance Analysis Model; Service quality; Competition strategy

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DOI: https://doi.org/10.30564/mmpp.v2i1.1331

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