This study has four specific objectives: (1) Identifying factors that affect customer satisfaction on online service quality at Tiki.vn, (2) Measuring the level of impact of the factors, (3) Testing the difference in satisfaction among groups of customers with different characteristics in terms...

The assessment of antecedents of customer satisfaction has become very important for the success of online retailing services. This paper reports the results of a study that investigated the antecedent role of customers' perceptions vis-a-vis satisfaction with online retailing services. While...

The Internet has presumably created a level playing field that allows any service provider across the globe to compete for contracts on online outsourcing platforms for IT services. In this paper, we empirically examine (a) how country (language, time zone, cultural) differences and the...

Customer reviews are essential to online marketplaces. However, it is not clear how (or if) the dispersion in customer reviews affects seller's activity level and number of matches in a marketplace where each seller needs to make a proposal to serve. Our paper distinctively investigates the...

The concept of loyalty has remained a central theme in business for over 50 years. This concept has gained additional attention with the growth of online retailing due to rapidly changing retail environments. Numerous studies have focused on the a ntecedents of online store loyalty; however,...

The COVID-19 pandemic has expedited the growth of e-commerce in South Africa, as in global markets, strengthening online shopping exchange relationships. Businesses seek advanced models of the online shopping dimensions that are appropriate for tailoring services to customers. The data collected...